C

New Member

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7 Messages

Thu, Nov 11, 2021 7:55 PM

Tv DVR not working and have been asking for help for months with no solutions

Hello, I apologize in advance if i come across as rude in this but after months of trying to get our TV working its hard to be polite anymore. We called in march to let At&t know that our DVR wasn't working and they walked us through the typical troubleshooting steps, then ended up having to get our boxes replaced. That didnt fix anything and actually made things worse by making it so that another of our tvs couldnt use dvr either. So we called again and had all that happen again only for it to still not fix our problem. We continued to call for help through out the next couple months and still not getting any results. Finally we had a technician  come out and try to fix it. He actually fixed the tvs but that only lasted for a day or 2 but he told us to call him again if it went out so we did but got no answer. We have left several messages and called the customer support and still NOTHING is fixed. We pay so much a month for this service and we cant even use it. Its gotten so bad that my 70 year old grandmother, who uses it the most, has called and been on the phone for 30 minutes only to also get no help and be borderline crying from all the frustration. I cant deal with customer service anymore so this is my last attempt to get this fixed. Im not sure what to do if this doesnt work, there isnt any other options for us left.

JefferMC

ACE - Expert

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26.7K Messages

3 m ago

Unfortunately, we don't know all the information about your history here in the community, but we do know a fair amount about the equipment and how it is supposed to work.  We'll be glad to help you.

A large number of the times when a DVR is replaced because of the symptoms of "DVR troubles", the DVR itself is fine.  The problem is that the network connections between the DVR and the other receivers isn't great and that's what's causing the DVR problems.  I'm suspicious that this is your issue.

How well does your DVR work at the TV that it's connected to?

TexasBrit

ACE - Expert

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17.7K Messages

3 m ago

Is this directv satellite or streaming? And exactly what does not work?

New Member

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7 Messages

3 m ago

Thank you for the fast response. The main tv works fine with pretty much no problems except for it needing a occasional reset. The other boxes has had problems but luckily only one is currently not working at all. We cant even get it to turn on anymore.

New Member

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7 Messages

3 m ago

Its streaming and it was just the dvr not launching. It would just say connecting but never actually connect. But after the technician came it just wont turn on at all anymore.

JefferMC

ACE - Expert

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26.7K Messages

3 m ago

If the TV Receiver won't power on at all (no lights anywhere), and you've checked that the power adapter is properly connected to the wall and the TV Receiver, then you probably do need a new TV Receiver.  You will have to contact AT&T Support to get a TV Receiver replaced.

JefferMC

ACE - Expert

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26.7K Messages

3 m ago

Okay, you posted under U-verse TV, so I assumed you had a U-verse DVR and U-verse TV Receivers.  Your last reply said you were streaming... so this is DIRECTV stream (was AT&T TV)?

New Member

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7 Messages

3 m ago

The lights turn on but thats it. Nothing comes up on the tv and you cant turn in off the lights again with out unplugging it.

JefferMC

ACE - Expert

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26.7K Messages

3 m ago

Let's be clear about the lights on this receiver.  It should have a power button with a light, and several other lights: Link (green), HD (blue) and Record (red).   The HD light will probably be on all the time.  The Link light should be on if it's connected to the network properly.  If it's not the DVR, then no record light.

The power light should come on when you push the power button and go off when you push the power button again.  

Visitor

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6K Messages

3 m ago

Thanks for verifying your account. Your case is now in line to be assigned to an expert who’s eager to help. We appreciate your patience. Wait times can vary, but your specialist will be with you as quickly as possible. ~AT&T Virtual Assistant

New Member

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7 Messages

3 m ago

Okay so all the lights are on but the box wont turn off unless you unplug it. But nothing will even come up on the screen. It used to at least work enough to watch tv but the dvr wouldnt work. After the technician came it started doing this.

New Member

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1 Message

3 m ago

Hello here is my story, i have a main DVR end 2 wireless boxes, now the 2 wireless work fine so lets forget about them, hard wired DVR keeps freezing every few minutes, right before commercials either live or recorded glitch becomes part  of the recording, the loss of signal last always 1 min & 5 sec sharp never more never less and noticed if i flip a channel up or down it unfreezes, "all the channel do it", since they began passing the new fiber line in the main street started doing it, i had same problem last year 3 tech came out the all complained and blamed the old segment from the main cabin to the splitting post "auto-cad drawing included" the could not find a couple ov better wire to send a clean line, now back to November 2021 over the pho troubleshot, i had the getaway replaced, DVR replaced, i changed HDMI cable changed Ethernet cable, changed power outlet stood there with a multi meter to se if it was any drop of voltage, changed HDMI port on TV, changed the TV nothing solved the problem under house new wire house to splitter new wire from splitter post to main cabin wire installed 1990, i am a CNC laser programmer and operator, i hold a caliper every day, in case words are not enough i made a little drawing we call it spot the problem.

after 5 year with att and 160$ a month about to give up and go with cable

JefferMC

ACE - Expert

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26.7K Messages

3 m ago

If the DVR is having a problem that the other two wireless receivers are not having, then it's very hard to successfully place blame on the line to the home.  A problem isolated to the DVR would be (a) the DVR or (b) the communication line that is unique to the DVR.

What connection (i.e. wiring) does the DVR have to your Gateway that the other receivers do not have?

gr8sho

ACE - Professor

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3.3K Messages

3 m ago

@FREEDOM79 

Please create a new thread for your problem.  

gr8sho

ACE - Professor

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3.3K Messages

3 m ago

@Cdrhelp 

To recover the lights stuck on problem, perform a non destructive factory reset by unplugging and plugging in power to the DVR three consecutive times spaced by a few seconds each.  On the third attempt you should see a gray gear with a progress indicator.   After some time you should see a Uverse logo and all services should slowly reappear.  

Because you’ve had an on-site tech I’ll assume all connections to the DVR box are good and you have good line quality to the gateway.  If you have marginal power there, this problem can happen again.  Don’t use a surge protector and consider getting a battery backup box for sensitive equipment like that.   
The model number of the DVR box should be printed on the front panel.  Which one you got there?

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