copcar340's profile

Contributor

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3 Messages

Sat, Jul 25, 2015 10:03 PM

Can't play old recordings on DVR after "Rebundle"

This story is long and Iv'e told it about 7-8 times to 7-8 different AT&T "customer service" and "techs". It started back in May when my 1 year deal with U-Verse TV/Internet deal ran out. I called to cancel or get a new deal as my bill went sky-high. The rep got me a lower price for the same package I had, but I had to switch my cell service from Sprint to AT&T. I agreed as it was a little cheaper than Sprint and I wanted a new phone anyway. Everything was great till I got my next bill and it was still high cause I never got my discounts I was promised. I called again and the next rep looked at my account and confirmed I never got the discounts. Said he fixed it....NOT!!! This was June. July 13th came home and had no TV but had Internet. Called and the tech said it was a sales matter and sales was gone for the day and would have someone call me after I got out of work the next day...NOT!!! Called next day July 14th talked to someone else in sales and she said she would fix it and get me a little better price but I needed to take off work and be home as they needed to send a tech to reinstall...WHAT!!! I reluctantly agreed to be home on July 17th between 1&3...NO ONE SHOWED!!! Lost 4 hours of OVERTIME at $30 an hour! Called again and they said I never had an install scheduled...SERIOUSLY!!!  They said I needed to set-up another time...NO I'm not taking off work again...FIX IT!! Said I wanted to talk to Supervisor...they went home....They will call me back....NO CALL!!!. Got an E-mail saying I had an install for Mon. July 20th from 9-11am....NO!!!...I never set that up! Called again....They said I missed my install....NO, never agreed to that date. Said they could have someone there Sat. July 25th from 1-3..OK..Almost 2 WEEKS without TV and Internet. The installer got me up and running again with all my original equipment but the problem now is my DVR shows all my old recordings (73 to be exact) but when you hit play all I get is a black screen. Called AGAIN....Went thru a bunch of restarts...Unplug, Hold Power Button..BLAH...BLAH....Nothing. After restart message pops-up saying...some recordings unviewable with this account or something like that. Somewhere along the line when they redid my account my DVR is still provisioned to my old account and there has to be a way to "authorize" it to my "NEW ACCOUNT". The DVR Tuner works just fine..I can get all my channels and record/view NEW programs, so it must be something to do with somekind of copyright protection? The Tech I talked to could'nt figure it out and said my recordings were probably lost. I don't buy it...I can see them..the recording space is used, I just need to view them. Any help would be appreciated....Thanks!

mibrnsurg

Expert

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20.4K Messages

7年前

@copcar340   If the DVR functions are still not working, try a Non-Destructive Disaster Recovery.

Unplug the power cord of the DVR from the wall or from the back of the box and wait ten seconds. Plug the DVR back in.

When three white dots appear on the screen, unplug the DVR again. Repeat this process two more times.

Plug the DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen.

If the Disaster Recovery screen does not appear, repeat the steps above. If the Disaster Recovery screen appears, wait until completion.

If the Non-Destructive Disaster Recovery does not work, follow the steps for a Force Disaster Recovery

Re-downloads all the software. Will not erase recordings, takes a bit of time or so. Good luck 😉

 

Chris
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Contributor

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3 Messages

7年前

Did the white dot and gears thing....didn't work.

Contributor

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3 Messages

7年前

A factory reset will erase all my recordings...I can erase them individually now if I wanted to, but that's the point, I don't. You can't tell me that you can't take the serial number/box number or whatever from my DVR (the only 1 I have as I did not get new equipment) and provision or assign it to my new account # which I should have never had to get in the first place if it wasn't for the complete incompetence of customer service.

JefferMC

ACE - Expert

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28.7K Messages

7年前

Somehow are other, the recordings are stored with information about which account number they belong to.  When you go to watch a recording, the DVR sends the account information from the program to make sure it should show the program.  Since you've apparently changed to a new account number, and the old account number is disconnected, the DVR will never again show those programs.  You might as well wipe them or get a new DVR as my thoughts suggested.

 

Is this what should have happened?  Heck no.  Is it where you're at now? Yes.

 

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