RoxannSimms's profile

New Member

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5 Messages

Fri, Apr 29, 2022 2:02 PM

Receiver will not reboot

TV will not come on and say "Uverse not available" restart receiver.  Have restarted several time and nothing. Same problem last week and a tech restarted remotely.  They just upgraded us to fiber optic cable on Tuesday. 

JefferMC

ACE - Expert

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29.3K Messages

3分前

I am unclear if you're saying this started happening after the upgrade to fiber or started before then. 

How is this receiver connected to the AT&T Gateway?

Did you get a new Gateway as part of your Fiber upgrade?

New Member

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5 Messages

3分前

I did get a new Gateway. This happened once before Att booted the receiver up remotely.  Was working fine until the fiber upgrade.

JefferMC

ACE - Expert

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29.3K Messages

3分前

So... 

How is this receiver connected to the AT&T Gateway?

Is it different from before the Gateway replacement?

Do you have more than one receiver?  Are the others working okay?

New Member

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5 Messages

3分前

I have four receivers.  All others are working except that I can't get my recorded programs to come up.  The message is "The Recordings list is unavailable.  Make sure this TV receiver and the DVR receiver are connected to the network. The TV in the back room does not bring the TV up at all.  Just says reboot receiver. Very frustrating after being on the phone with ATT for two hours on Friday morning and a tech was supposed to call.  Never heard from the tech.

New Member

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5 Messages

3分前

Yes, the Gateway box is different from the original.

JefferMC

ACE - Expert

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29.3K Messages

3分前

Okay, the receiver that is not working:

1) HOW IS IT CONNECTED TO THE GATEWAY?

   1a) Ethernet or Coax?

   1b) Through the wall or directly via a single cable?

2) Did the way it is connected change when you installed the new Gateway?

3) What is its model number?

madmax988

Scholar

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478 Messages

3分前

Which tv has the dvr box? does the dvr box work to watch live tv? can you see recordings on dvr box?

How are all 4 (3 set top boxes + 1 dvr box) connected to gateway? ethernet, coax, or wireless?

New Member

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5 Messages

3分前

Here is what I have.  I am not very tech savvy.

JefferMC

ACE - Expert

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29.3K Messages

3分前

Okay, the pictures raise some questions.

You now have a top-of-the-line BGW320 Gateway.  Unlike your previous gateway undoubtedly did, the BGW320 Gateway does not have a Coax connector on it.   The picture of your DVR shows an empty Ethernet jack but a coax cable connected on the "to the wall" connector.  What this tells me is that your Fiber installer removed your Gateway that was capable of HPNA/Coax to your DVR (but was incapable of direct fiber connection) and replaced it with the new BGW320 which is capable of direct fiber connection, but is incapable of HNPA over coax.

He may have either (a) never seen a coax connected DVR and didn't know what to think about the coax from your old Gateway, (b) knew, but figured he could get away from your house before your figured out your DVR was no longer working, or (c) did something not exactly standard to make it work and it needs some help.

I see black and yellow Ethernet cables on the back of the BGW320.  Where do they go?

I see a blue Ethernet cable plugged in to what might be a Powerline adapter.  Where does that blue cable come from.  Do you have other Powerline adapters?

madmax988

Scholar

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478 Messages

3分前

@JefferMC yea that install looks sketchy at best.  Can DVR's even function over powerline if that's what's going on here? 

But also since that powerline adapter seems to be next to gateway I'd assume that's the box injecting the signal, except the Ethernet color is wrong so it's not connected to gateway, at least not directly?  Could it be using some sort of moca connector on the otherend to convert from powerline to coax?  Which again would make little sense.

@RoxannSimms Taking some picture of the back of the other set top boxes and the cables that connect to the wall from those boxes might help us.  But given you don't have advanced technical skills and what I'm seeing, I'm guessing there is a 90% chance you will need to have a technician come back out and finish the job correctly.  If given the option always ask for ethernet and not coax (although with your current setup coax shouldn't even be an option anymore).

JefferMC

ACE - Expert

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29.3K Messages

3分前

Can DVR's even function over powerline

It has been done.

I'm guessing there is a 90% chance you will need to have a technician come back out and finish the job correctly.

I have a foot down this road myself, but I wanted to gather a little bit more information.  I'm afraid what average Joe Q. Installer might do to correct this situation.  Options might include, and some are far better than others:

  • installing an ONT and an older Gateway with HPNA support.
  • running Ethernet for the customer to the DVR (unlikely).
  • reverting the Fiber install entirely
  • telling customer they have to move the DVR closer to the Gateway

madmax988

Scholar

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478 Messages

3分前

I mean really running Ethernet is the only acceptable solution.  The tech will huff and puff because it'll involve actual work, but if customer is firm and threatens to speak with manager or calls customer loyalty they should be able to get it accomplished.  Tech might also try to charge for each ethernet run, how much customer wants to fight to get it done for free or just give in and pay is up to them.  

I'm also wondering if maybe customer has there own router or switch as well? because with only 2 Ethernet connections to gateway I don't see how 4 stb's could be connected.  2 wireless and 2 powerline via same injector?

But it's pretty unreasonable for a tech to leave without checking that tv is actually working after an install.  I can't imagine a supervisor would approve of that level of incompetence, I mean they'll let them get away with a lot, but that's extreme.  

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