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imljb1
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60 Messages

Fri, Jul 20, 2018 2:27 PM

SERIES NOT RECORDING - UVERSE PLEASE OWN UP

If you review this forum you will see that a number of us have been experiencing the same issue/problem all starting around July 1 - series recordings that we have had set up suddenly stop recording, don't show up as scheduled to record and when attempt is made to reschedule the series (cancel existing instruction and then set up again - any day, any time, first run only - the system sets it up for maybe two episodes and then doesn't continue.

 

I've seen (and done) all the reboot suggestions but since this seems to be a widespread issue it is unlikely that on their own our individual dvr's or gateways decided to pick up this quirk. While the suggestions to resolve may be the same this is almost certainly a result of some system change/issue on AT&T's end that affected some of the U-verse customers. Could you please just acknowledge what happened that might create this issue and what steps you - AT&T - are doing to resolve it? We can unplug and reboot til the cows come home but if you don't recognize that you seemingly caused an issue what confidence can we have in the solution?

 

Please let us know.

Contributor

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1 Message

4 y مضت

This is the second time this problem has occurred in our system.  Earlier in the year, we could not record on DVR, and then a few weeks later DVR recording was again available.  Last month we turned off our U-verse system when we went out of town for 2 weeks.  When we returned and turned on U-verse, the DVR did not work -- and still does not work, even though the system shows that it is fully operational.

imljb1

Mentor

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60 Messages

4 y مضت

Radio silence from AT&T - could anyone from this mega company step up and look into this issue?

bigboss721

Mentor

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31 Messages

4 y مضت

Good news...not! At&T no showed to the repair call. After I called to see where they were they informed me I didn’t have an appointment 🤦🏻‍♂️. I assured them I did and gave them the case number. After bouncing around to incompetent “tech support” people. I talked to a supervisor that apologized and rescheduled me for Friday. Got offered a $25 credit for my troubles. 😂 I explained to them that others were having the same problem in the Cleveland area. Asked if the tech is going to be able to do anything. They did not answer that question. I’ll post again Friday with the results of the tech visit....If they show up this time.
imljb1

Mentor

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60 Messages

4 y مضت

ARGH! Thanks so much for posting the update - I'd like to say that this is "unbelievable" but in the scheme of things it seems all too believable. We'll stay tuned .......

Teacher

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17 Messages

4 y مضت

Tech will have no solutions.  I had one out and he offered nothing to solve to issue

rich96db

Mentor

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35 Messages

4 y مضت

As someone posted earlier, there is a serious problem with the loading of the channel guide that is preventing series from recording.

 

Today is Tuesday and through the guide, I should be able to see forward 2 full weeks through Monday, August 6.  However, for the past 2 days, my channel guide will not load past Sunday, August 5 at 7:30pm.  Here's the pattern:  It will stay stuck like that for the next week, then it will magically reload past August 5.  But when that happens, none of the series will record after August 4 and I have to go back in and reset them to record again.  I have followed this pattern every 2 weeks since the beginning of June.  I've rebooted the DVR, rebooted the gateway and have replaced the DVR.  None of that works.  It is a programming issue at Uverse that is causing the problem.

 

Anyone who is having this problem, can you post if your channel guide is loading past August 5 at 7:30pm or is it stuck there like mine?

Teacher

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17 Messages

4 y مضت

Mine loads normally, but the recording of series is still messed up.

DavidCS

Community Support

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1.7K Messages

4 y مضت

Hi,

 

Thanks for bringing this to our attention. We tested on our end, and we are not seeing the same issue. There may be other factors than it being a regional issue, such as certain DVR models or possibly a sub-section of a region. By chance, has anyone that is having problems tried setting a recording using the U-verse app? And if so, does the same problem happen? When setting the recording, does it show up on the list of to be recorded items and not record?

 

David, AT&T Community Specialist

rich96db

Mentor

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35 Messages

4 y مضت

I've tried going through both the DVR and the Uverse app.  It doesn't matter - things will record for 2 weeks and then it stops.  I've tried all of the trouble-shooting suggestions - hasn't worked.

Teacher

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17 Messages

4 y مضت

Same issue occurs if series recording are setup through the app.

imljb1

Mentor

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60 Messages

4 y مضت

As rich96db noted, not getting full guide listing here either. It is Tuesday, July 24, 10:19 am EST and guide loads through Monday, August 6 8:00 PM - no further. To DavidCS I hope you have read through this entire thread - it does seem likely that we are being affected by a regional issue. Most of the posters are in the Cleveland OH area.

 

Have not tried scheduling through the app - as noted previously, in my case I set up series to be recorded; series recorded episodes through June and then stopped - did not set them up to record at all. Noticed second week of July - cancelled the series that were in the system, reset those currently running, did all the unplug, reset garbage, etc. Scheduled the episodes for two airings (weeks) and then stopped scheduling them again, requiring manual set up. You will see we have all had the same basic issues, are in the same general area, etc. How do we get at&t to check their programming?

DavidCS

Community Support

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1.7K Messages

4 y مضت

When it stops, does it still show up in the scheduled to be recorded list? Also, does it happen on all series? When you setup the series, is it setup to just record new shows or repeats also? If you could provide a few examples of the settings and series that have presented problems.

 

David, AT&T Community Specialist

DavidCS

Community Support

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1.7K Messages

4 y مضت

I was thinking it was a guide issue at first, but @rrmccormick said on post 39 the guide loads normal but still has the issue:

 

 

Teacher

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17 Messages

4 y مضت

Is it possible to call you directly to discuss what is happeing?  Better than being lost in translation in typing it all.

DavidCS

Community Support

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1.7K Messages

4 y مضت

Sorry if I misinterpreted something. I would prefer to keep this conversation on the Forum to make sure all users are engaged and to get more information. In the past, we have worked with one individual person, and the issues that one person has didn't apply to everyone else, so we want to make sure we fix this for everyone and not an individual.

 

David, AT&T Community Specialist

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