nikesboy's profile
nikesboy
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Teacher

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33 Messages

Fri, Nov 25, 2016 10:07 PM

DVR - questionable policy

Why is it that, when troubleshooting a problem, if they put in a new DVR to see if the current box is the root of the problem, the technicians cannot put back the original box if it proves that that was not the problem?    I just had that happen.   The box was NOT the problem and yet all of my recordings just went out the door.  I have box exactly like the one I had - same technology - only there are no recordings.   We had things that we liked saved.  We had things we hadn't watched.  It just smacks of some bureaucratic red tape that somebody made a rule and thinks it's a brilliant maneuver.  Meanwhile, the customer is more than a little upset.   The customer does not seem to come first.  What is one to do?  

ATTHelp

Community Support

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192.4K Messages

6 y ago

Hi @nikesboy,

 

We are so sorry about the issues. It is not always possible to use the old DVR after replacing it, but what happened in your situation, it should have been. We hope the technician tried everything and it was one of the cases where they were not able to do it. If not, we greatly apologize about this.

 

-ATTU-verseCare

nikesboy

Teacher

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33 Messages

6 y ago

I don't think so. After the technician tried the new DVR box and the
problems still appeared, he told me that since the new box had been
deployed, he could not put the old box back in. THAT is what makes no
sense to me. The only thing he attempted prior to trying the new box was
to switch from HDMI to component and that didn't do the trick. He could
not explain why the old box could not be used, only that the new one had to
stay in place. What he later found was that the battery backup was
probably the culprit, saying that the backup was obsolete and not used any
more. That is a bit of an issue as well given that we just moved to this
place 3 weeks ago and you guys handled the service transfer. Why install
obsolete equipment?

You did the install. We then had to call you back because we were having
internet problems and pixilation/picture freezing problems. Then we had to
have you back for this last problem. One would think you would not be
needed, certainly not twice, within 3 weeks of the installation. Each
time, it required that we be on call during a 4 hour window. I think you
all lose sight of the customer. We pay far too much to have to put up
with this type of thing.

It should not have to be this way. We had a choice when we moved to these
temporary quarters. We will have those same choices when we move back to
our renovated house. The ball is in your court but you already have a
number of fouls against you.
nikesboy

Teacher

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33 Messages

6 y ago

To this point, contributions have been financial and time. Neither seem
too terribly worth it. Your guy and his manager simply blew it.
nikesboy

Teacher

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33 Messages

6 y ago

you just sent a note thanking me for my contributions.  So far, my contributions have been financial and time and neither were voluntary.   

 

Suffice it to say, the technician and his manager with whom I also spoke, simply blew it.  They blew because of the larger AT&T policy.  

ATTHelp

Community Support

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192.4K Messages

6 y ago

We apologize about the issue and your loss of DVR recordings. We are hoping that the issues are finally resolved with your TV issues.

 

-ATTU-verseCare

nikesboy

Teacher

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33 Messages

6 y ago

So far so good. Doing research. Cutting expenses.
nikesboy

Teacher

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33 Messages

6 y ago

It is working.   And  we don't seem to be having the problems that we had initially after the install or at the home we just left which is only 6 houses away and on the same box.   

 

Apologies are accepted but I gathered from the technician and his manager that the policy is to NEVER put the former DVR back in service once a new has been used for testing.   We lost a lot of concerts and things that are not generally found on On-Demand.   

 

What's done is done.  We have learned what to expect.   We will keep fingers crossed that we do not have deal with technicians or repairs while we are on this deployment.   The renovation will include a lot of hard wiring for video which will help but there will be at least one wireless TV and, of course, wireless internet.  We'll just have to keep an eye on expenses and the competitive environment.  AT&T is good but not necessarily THAT good.  

 

nikesboy

Teacher

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33 Messages

6 y ago

The wireless box started freezing a bit while the others were not. I was watching a recorded program. Frustrating. Hope it clears up soon.
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