rashley's profile

New Member

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8 Messages

Sun, Apr 17, 2022 10:35 PM

U-Verse app is not working after the recent update.

The U-Verse app is not working, not since the last update (version 6.5, build 72).  I have tried all of the listed suggestions with no luck.  I have reported it to ATT approx. one month ago, but I haven't seen any fix yet.  You can read the most recent reviews on the app store and the complaints dominate the list.  The only channels that I can see in the channel guide are the HBO channels.  I can't watch on demand or live TV any of the channels that I have on my plan.  I can't program my DVR using the app.  These are all features that are advertised as benefits of having U-Verse TV  This is happening on all of my iPads (3) and my iPhones (2) and also my Amazon fire tablet.  I have called ATT twice (counting today) and no one seems to know about the problem or if and when it will be fixed.  I will not keep paying for this TV plan (which I have had for many years) without these valuable features being restored to the U-Verse app.  There are too many competitors out there that have the same features available.

JefferMC

ACE - Expert

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29.3K Messages

4分前

Are you sure about that version number (6.5 Build 72)?  Which platform (iOS, Android, FireOS)?

New Member

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8 Messages

4分前

That is the version number listed on the recent update that doesn’t work.  The version number is also on the App Store, the version and the build number is under the settings in the actual app.  The platforms are iOS and FireOS.  Like I said in my message earlier, I have tried everything that has been recommended, deleted the app, reinstalled app, logged out, logged in, nothing is working like it did before the recent update.

gr8sho

ACE - Professor

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3.7K Messages

4分前

Yes, correct, that’s the latest iOS version as of this writing.  

Locate the correct Uverse member ID in your profile on att.com.  It’s the email shown in the section where the BAN is.  Be sure to unlink the account while you’re in there.  

New Member

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8 Messages

4分前

“It’s the email shown in the section where the BAN is”, what does this mean? I have logged into my account and I can see the primary email account and all the sub-accounts, but I don’t know what “where the BAN is”.

gr8sho

ACE - Professor

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3.7K Messages

4分前

@rashley 

The BAN is billing account number. The area of the profile will look something like this.  

Wireless/Internet/TV/Phone account: 123456789

You're the primary account owner

Primary member ID: 

[email scrubbed]

(edited)

JefferMC

ACE - Expert

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29.3K Messages

4分前

"6.5 Build 72" is not the version I have on Android.  My version number appears to be higher (6.5.0.1 Build 0390) and is listed as current on the Google Play Store.  Perhaps you should check to see if there's a newer version you can download?

On FireTV the version number is totally different (2.2.0.0162). The version for FireOS tablets seems to be gone entirely from the Amazon App Store.

(edited)

gr8sho

ACE - Professor

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3.7K Messages

4分前

@JefferMC 

Take my word for it.  If can manage a screenshot, I’ll post it.  iOS and Android never had equal version numbers.  

New Member

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8 Messages

4分前

To hopefully clear up the app version discussion, the version number I posted earlier is the version on my Apple devices (iOS).  I don't have an Android device to test this problem, but if you look at my original post, I said I was having the same problem on 3 Apple tablets and 2 Apple phones and 1 Amazon Fire Tablet.  I would not expect all apps to be the same version number across different operating systems.  I never posted the version number of the app on the Amazon tablet.

New Member

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8 Messages

4分前

@gr8sho

Okay, I have logged into the ATT web site and I can tell you that I can see my primary email ID and all of the sub account emails that I have listed.  I can see my billing account number, but I am not sure what you mean, "unlink the account while your in there".   When I go into (Profile), there is a section as you scroll down the page that is titled (My Linked Accounts), but there is nothing linked, I used to have a Land Line in the section, but I ported that number over to a cell phone back in February.  I do have a combined bill, which includes Wireless (Cell phones), U-Verse Internet and U-Verse TV.  Let me know exactly what you think is linked to something that I should be unlinking.  Thanks

(edited)

JefferMC

ACE - Expert

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29.3K Messages

4分前

@gr8sho I can understand that iOS numbering is different, but @rashley gave one version number while mentioning multiple platforms.  I knew that version number was not correct for either FireOS platform, and that the FireOS tablet version matched the Android version, thus I asked that the version be checked.

I don't really have much to go on as to where the problem lies.  Some people have no issues.  Some people have the issues off and on.  Others can't get logged in.

madmax988

Scholar

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473 Messages

4分前

I would try changing my account password and then try logging into app again.  AT&T login system has changed numerous times over the years, and old password might not be complex enough to meet current app requirements.  

At this point At&t probably has 1 guy left working on the app, they barely support it after shutting down the website version.  

It is working on my android which is also running version 6.5.0.1 Build 0390.  so perhaps it's an iOS only problem, or a server side problem only for some people.

I would also try using it while connected to home wifi, and also when connected to cellular 4g connection and see if either works.  It might also be an issue with the location not matching the correct region, but I'm not sure how the uverse app handles location.  (I do know directv stream's app for firetv(fireos) has issues with some channels if the location is unknown/not what att is expecting in the fire tv system settings.  

gr8sho

ACE - Professor

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3.7K Messages

4分前

@rashley 

If nothing is linked then you should be set as far as isolation of your U-verse userid.  
Some can create a subaccount and use it successfully.  If none of this works, you’ve gone as far as you can with it and are at the mercy of att to get it working. 

gr8sho

ACE - Professor

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3.7K Messages

4分前

@JefferMC 

I have the Android version almost committed to memory.  The iOS one is generally simpler as I don’t check for build number but the app does have it.  In any case it’s almost impossible not to be on the latest version unless you’re on a Fire tablet and have to sideload.  

New Member

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8 Messages

4分前

@gr8sho

I think you might be onto something that should try, because it looks like ATT doesn't know what my actual TV package is when I do login on the app (on iOS or FireOS).  I am able to log in, so that is not a problem.  I have multiple email addresses that I created years ago (a few for me and some for others in my family) and one is the Primary that I use to log in.  I have changed my password recently (with a password manager).  I have log out and logged back into the app with some of the other email accounts (none have the same password), but nothing looks different in the app (all of my channels are missing, except HBO, which I get for free).  I only have one log in for ATT that lets me see all of my services (Cellular, U-Verse TV, U-Verse internet), so in that sense, they are all "linked", but I don't see any way to "unlink" anything.  Like I said, I think you might be onto something, but I'm not sure how to separate my services (if that is unlinking) from the combined viewing online that I have now, and I also have combined billing (this has all been the same for years).  I appreciate all the suggestions, the unlinking is the only thing I haven't really tried, I'm just not sure how to do it.  Thanks

gr8sho

ACE - Professor

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3.7K Messages

4分前

@rashley 

If you don’t see anything to unlink, then you’ve gone as far as you can there.  Do the Uverse subaccounts act the same way, meaning only HBO is available in the app?

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