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.

Teacher

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35 Messages

2 years ago

@madmax988 , any tips on how to quickly get to the end of the Guide? Pressing the right arrow 48 times for each day, with 14 days is rather tedious, although not as bad as having to edit and save several hundred Series!!

This morning at the end of the Guide I saw “No Info Available” for all the times past two weeks out. I don’t remember seeing that before, but I’m not sure I’ve ever looked that far out. Is that normal?

Scholar

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602 Messages

2 years ago

@marchem 

That is the normal behavior for the guide when you reach the end of the approximately 2 weeks. 

If you press the options button while in the guide you will see jump to day and time. This jumps to prime time each day.

But I'm confused why are you scrolling through the guide manually and setting recordings individually in the first place?

I was under the impression you only had 8 series total.   And also that all 8 fixed themselves whenever you adjusted a setting on any if the 8 series.  If this is not the case please let us know.  

(edited)

Teacher

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35 Messages

2 years ago

Thanks for that tip.

I was scrolling thru the guide to see if it had new programs, then comparing that to the list of scheduled. I’m not setting recordings there.

My Scheduled list gets updated if I reboot (pressing power button 5-10 seconds), or if I edit and save a single series.

(edited)

Scholar

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602 Messages

2 years ago

@marchem 

Oh I see yea I'm still hesitant to say your issue is the same exact problem as the bug afflicting the rest of us.  Since neither of those workaround fixes solves it even temporarily for us as it does for you.  Not to mention you are in a different region.  

But it's possible it's all related and a solution for us might very well solve your issue as well.  

(edited)

New Member

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43 Messages

2 years ago

@madmax988 

I called but it didn’t go well. After making the rounds and finally getting to what may or may not have been last chance repair, we got no farther than collecting my information when the audio on her end stopped. The call was still connected but dead air. In case she could still hear me I asked to please get a call back. Didn’t of course. Not too excited about starting over. Maybe later.

In the meantime I reset all my series to buy another two weeks of recordings. Seems pretty hopeless. I would switch carriers if anyone else carried the out of market regional sports networks but U-verse is sadly the only one. I don’t have ATT for internet (never have) and just dropped them as my wireless carrier. 

Scholar

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602 Messages

2 years ago

@denirose Was the agent who customer retention transferred you to domestic? Last chance repair is only USA/Canada based.  Last chance repair does usually ask for your phone # at beginning of call and unlike normal tech support there is a non-zero chance they will actually call you back if you get disconnected.  Although the system is also stupid sometimes and even if you just gave them your number it might call any number you've ever had that's associated with your account.  (after setting up the tech appt. the obnoxious offshore confirmation people calling the wrong # for me that is like the 3rd phone number listed on my account). 

I forgot to mention when asking for last chance repair you have to confirm the customer retention agent understands what you are asking for and you have to make it clear you don't want to be transferred to tech support.  99% of "tech support transfers" just end up in the main phone# Philippines customer support, even if they act like it's tier 2 or some other made up dept.

Also if the customer support agent knows what they are doing, (the more experienced ones).  You can try to request they give you a warm transfer, especially if you mention you previously got disconnected during transfers. vs. a cold transfer where there is no responsibility and they just dial an extension and you hope for the best.

The only thing to be aware of with customer retention is they are trained to try to make you happy and not leave at&t at any cost, and they will stretch the truth to the absolute limit and even make promises that aren't possible, especially if they want you to sign a contract to lock you in for a 1-2 years.  generally you can get almost any discount they offer without signing the contract if you are firm and explain thoroughly how much they have been doing a terrible job and screwing you.  but if they suddenly start promising you things like specific model#'s of equipment or fiber being available...it's a lie.  They can do a lot that normal customer service can't though.  

New Member

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43 Messages

2 years ago

@madmax988 

I did get a domestic agent judging by the unaccented American English, and the loyalty agent clearly heard and repeated a couple of times “last chance repair”. Those two things went right. Also the final agent I reached did ask for and get my phone number. The call audio quality with her was very poor. I had trouble communicating (not a language barrier) and she likewise said it was bad on my end and that all her other calls today were clear. I tried to identify her department and ask her if it was indeed last chance repair but couldn’t clearly hear her answer. She did say technical department and when I asked again to confirm she (a little impatiently) said how can I help you. We had gone back and forth a bit by that point trying to hear each other.  I tend to think I may have got the right person but bad luck with the call. I never heard the term warm transfer before, might try that next time. 

I’m familiar with retention and am on a discount plan now.  I usually get $50 off a month for a year if I call once a year, no contract. Same with my Comcast internet. Never used them for equipment, though.  Probably not a bad idea since my DVR is so old. Haven’t done anything about it cause don’t want to lose my old saved recordings. You know the ropes way better than I so I’ll take your advice. 

Scholar

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602 Messages

2 years ago

@denirose 

If your dvr works do NOT exchange it. 

They are all refurbished so you won't get a newer one. unless your's is an ancient model(like a silver box cisco 320hd).  But if it's is a pace 8005 or 8010(1tb version usually only for fiber installs) those are as good as it gets, the cisco isb7500 is fine too although a little noisier.  There are some motorola models as well, but those are pretty rare in south florida so I don't know their quality.   If you look at the bottom you can see the original manufacture date.  

The newest refurbished ones are originally manufactured 2015.  and I've never managed to get one that had the hard drive replaced(the part that actually matters, and is consumable and eventually will fail).  Eventually when it does you lose recordings, with the way u-verse's system is setup there's no way around it.  

I'm waiting on my technician appointment now.  the 1st tech who called this morning "Justin" was actually knowledgeable and understood that the issue wasn't going to be solved by him and said he'd try to get the right backend team to deal with it without swapping my dvr.  He asked if he could come earlier than my original afternoon appointment, but I stupidly declined and he took another job 1st and then the system reassigned me to a new tech, who hasn't called yet.  Hopefully I get lucky twice, but getting a good tech once is pretty rare so I'm not holding my breath.  

Interestingly Justin acted like he had totally seen problems this and dealt with them.  So these random bugs may be way more common than I realized and just don't get discussed that often on forums, if local techs are seeing them in the wild.  He said they do have departments they can raise issues to in system after coming out, so it might be worth it scheduling an appointment with last chance repair for a local tech.  we will see how it goes for me. 

(edited)

New Member

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43 Messages

2 years ago

@madmax988 Mine is a Cisco isb7500 and yes, I already lost about a third of my recordings at once. Good luck with your service tech! Hope it’s encouraging. 

Scholar

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602 Messages

2 years ago

@denirose as expected tech couldn't do anything on my end. 

My lines were perfect no errors(the 1st tech Justin told me the system that checks line has been broken a few days ago so that's probably why they couldn't check line remotely).

Tech is just going to write a report to his manager and hope they find a team that can deal with a server issue.  Maybe engineering or something. 

Twitter dm told me if I manage to exhaust ALL possible options they would eventually put me in direct contact with IP-arc team.  

To add insult to injury att sent an "area manager" as well.  She came in a car separately.  Apparently my tech appt had been marked as a new install for some reason (probably to guarantee I didn't get accidentally charged).  And I'm sure her job is just sales and upgrades and to make new customers feel att cares and gives 2 S-words about them.  She was plenty nice but had never touched uverse tv and had no ability to escalate to anyone and clearly wasn't in charge of the technician.

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