madmax988's profile

Scholar

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602 Messages

Monday, April 18th, 2022 4:16 AM

U-Verse DVR series scheduled recordings are not functioning

Something is wrong with the way series scheduled recordings are working.  Today is 4/18/2022 and my scheduled recordings are only going through 4/20/2022.  The guide is pulling listings properly, since if I go to guide I can see listings until 8:00pm 4/30/22 and it shows just a few second ago having updated listings.  

If I set a recording manually for 4/29/2022 it also appears as normal.  I can see accurate listings for new episodes for series set to only new episodes and old and new episodes for series for series set to tape all episodes, in the normal listings over the next week.  So clearly the 2 systems aren't talking to each other correctly.  It also appears the same for recorded and scheduled without future series recordings past 4/20 in the uverse app on android phone.  So DVR is still feeding data back to server and is up to date.  

I tried rebooting gateway & DVR & set top boxes and that didn't do anything to fix it.  

Without series recordings my uverse tv is going to be a pain to schedule everything manually and then if it suddenly starts working again it'll be stuck with weird double recordings and conflicts.

Anyone got any ideas how to fix this?

P.S.

I forgot to mention it also has another odd problem that started at the same time, where it shows a series recording set to tape later today at a random time that the show doesn't air at, the picture is a show I have programmed as a series recording, but the title and description are what is actually on that channel at that time.

ACE - Expert

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34.4K Messages

10 months ago

The script says to get your account information and verify your equipment.   They cannot deviate from the script, because 95% of them have no understanding of what they're doing, they're just following the script.

New Member

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14 Messages

10 months ago

@JefferMC Totally understood, but man it is very frustrating! I kept trying to point them to this forum thread, but they kept saying they "don't have access to that site". Baffled me because I first found it and could read it without signing in by doing nothing more than a Google search.

New Member

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6 Messages

10 months ago

I decided to call again and actually just got off the phone with a very helpful support technician.  He assured me that they were aware of the issue and that there was a special unit working on the problem.  They have been instructed to collect any issues that people were experiencing in order to pass along to the special team.  They don't have an idea at this time of how long it will take to solve the issue.  He asked me several questions to see if I was experiencing what other people were.  He said he made notes on my account and to call back for updates in about a week if the issue isn't resolved.  At least this person could understand what my problem was, unlike the one I spoke with a couple of weeks ago.  So, we will see....

New Member

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6 Messages

10 months ago

I’m having the same issue too since April 18th when the scheduling stopped on me. I live in Birmingham, AL I’ve called in to report it and of course the agent I spoke with couldn’t help me, after many return calls from him he then went ahead an had it assigned to the back office. I’ve been going to the guide and manually setting up my programs from the 2 week schedule, this process is time consuming but so far I haven’t missed any of my shows. 


I’m a former AT&T employee and I know the customer service is HORRIBLE!!! Hopefully they will figure out how to get this issue corrected soon. 

New Member

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2 Messages

10 months ago

I have been able to get NO helpful support, they just continue to tell me they have to "reset the DVR and delete everything" to fix the issue, or in an attempt to fix it...since I don't want to erase what has been recorded or set up, we are just painstakingly manually scheduling recordings for the moment, until I can find a way to contact knowledgeable customer service who can actually help or until they get it resolved; we are in Central Alabama about an hour and a half South of Birmingham...they are charging too much for such shoddy and incompetent customer service and constant errors.

Scholar

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602 Messages

10 months ago

Have any of you managed to find a link to the form to write an email to executive customer support? That's my best advice.  But I'm not sure if the form still even exists.   If it doesn't the other long shot but useful tool is to write an email to att executives...which gets ready by the executive customer support team (none of the high level employees read their own emails).  This seems to be affecting a lot more regions than previous so it may be a larger issue with the system.  I'd also start a campaign to call them out on Twitter and @att as well as @atthelps in all your responses.  Make it clear that the problem is affecting numerous customers and isn't just a problem with your own system.  Hopefully eventually they will flag it as an outage and not just random customer tickets that are useless.  

ACE - Expert

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34.4K Messages

10 months ago

But I'm not sure if the form still even exists. 

The form that was on the investors page no longer exists.  :-(

The BBB has an online complaint form that will accomplish the same.

Scholar

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602 Messages

10 months ago

@JefferMC it really is insane how difficult at&t makes it to actually contact anyone with power.  Its like they hide from customers.  Clearly this is a widespread issue and yet it'll be months before someone manages to even get it exposed to anyone above tier 1 useless support teams.  

I didn't know that does the BBB actually get you to an individual who calls you back like I managed with executive customer support?

(edited)

Community Support

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229.8K Messages

10 months ago

Let us take a closer look to find out what's happening with your DVR recordings, tah037.

 

Based on the information you provided, we'll have to access your account. We'll send you a Direct Message to gather your information and start working on a resolution. Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

Scholar

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602 Messages

10 months ago

@ATTHelp   @tah037 looks like the mothership has entered the Chat.  I'm happy does you guys.  Might finally have gotten the attention of someone who can actually solve the issue for all of you.

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