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csgreeley's profile

Tutor

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74 Messages

Thursday, December 22nd, 2022 8:38 PM

Wireless Set Top Box; Red X 3

I'm having a problem with a single STB.  I have 6 STB, some wired and some wireless.  I have AT&T fiber.  One of the wireless STB went out.  The error at that time was "Set Top Box Does Not Match Account Settings".  Multiple reboots of gateway and STB, did not fixit.  All other STB and wifi were fine. 

AT&T sent a new box (VIP2500).  Plugged in, pressed WPS...connection successful.  STB updated and now i get red X 3 error.  Forced reboot (ok + down).  I get one cog, progress goes fine, then two cogs.  progress starts and ~20% of the way it stops and i get a red X3.  This occurs with different TVs and different locations in the house.  It occurs wireless as well as wired to the back of the Gateway.

What can I do to fix this?  i have rebooted gateway a few times, tried different TVs, wireless and wired.  I can't imagine that AT&T sent a defective STB.  Is it something with my network?  Is it something with my account?

Thanks and Happy Holidays!

Chris

Houston, TX

Community Support

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232.8K Messages

1 year ago

Hi there, csgreeley! We want to help get to the bottom of what's going on with your receiver. 

 

So that we can dig a little deeper into what's causing that Red X #3 error and check on potential resolution options, we'll need to move this conversation to a private space. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to speaking with you!

 

Lacey, AT&T Community Specialist 

Tutor

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74 Messages

1 year ago

Dear @ATTHelp ,

I was able to have a technician come and swap out the box.  That box is working fine now.  Another box in a different part of the house is having the exact same problem.  It is also a VIP2500 and has a Red X #3 error.  same as above.  Is it possible to have a technician come out and fix/swap this box as well?

Thanks,

Chris

Former Employee

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22.5K Messages

1 year ago

You will need to call, as a general rule the offer will be to ship a replacement... you can refuse and insist on a tech dispatch. This is a Dispatch On Demand with auto $99 charge that you agree to before the tech dispatch would be created.

Or have the equipment shipped and see how it goes.

Tutor

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74 Messages

1 year ago

thanks for this.  I'll go the regular route.

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