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dgarbett's profile

3 Messages

Wednesday, January 10th, 2024 2:02 AM

New Gateway and U-verse App on Phone and Firesticks Can’t Authenticate

A month ago, our gateway malfunctioned and a tech came out and replaced it as well as changed to Fiber.   Since then, the U-Verse App on the phone (android and iPhone) just hangs or shuts off and on the Firestick’s it gives an authentication error.  Have called U-verse several times and can’t get anyone to fix the problem.  At one point, they tried to reset the password and had me wait 10 days to receive a password via regular mail.  That was a colossal waste time as we are in the same situation.  

Accepted Solution

3 Messages

4 months ago

Thank you for responding.  All of these steps you have outlined we have done several times over to no avail.  Cannot access the U-verse app on any phone be it Android, IPhone or Amazon Firestick which were all operational 15 minutes prior to the gateway change and fiber upgrade using the correct member id.   We have updated the password several times including the password reset by att that was received by mail.  

We are paying a fortune to ATT for very little value.  The ids and password access billing information and profile but not app services.  Calling and speaking to someone on the phone half way around the world who calls me ma’am over and over again (ad nauseum) and profusely thanks me for my service with no results is just further infuriating.   Clearly some change took place to the account when that gateway was installed, but no one can seem to identify the problem.  The firestick U-verse app doesn’t work for our sign in information but does work for others because I had a friend come to the house and sign in with their own account to test and they are able to sign in and view programs.   

(edited)

Community Support

 • 

232.1K Messages

4 months ago

Hello @dgarbett, we understand that you have issues with U-Verse App and we’re here to help.

 

Try the following troubleshooting options from our Help and Solutions guide for the U-verse app:

  1. Make sure you are using the correct member ID to sign in
  2. Restart your device.
  3. Delete the app's cache. This varies by phone, browser or device operating system.
  4. Uninstall and reinstall the app.
  5. Verify that you have the latest software/operating system on your device.
  6. Turn off other apps that may be in use.
  7. Make sure you have U-verse TV service and an appropriate package. If you don't have U-verse TV, you can see if it's available by signing in to your account at att.com.
  8. Reset your password. This can help sync your account.
  9. In some instances, restoring the phone has resolved app function.

How to fix the app from a computer or browser:

Let us know if any of these suggestions helped, or if you need further assistance!

 

Bruce, AT&T Community Specialist

3 Messages

4 months ago

Thank you for responding.  All of these steps you have outlined we have done several times over to no avail.  Cannot access the U-verse app on any phone be it Android, IPhone or Amazon Firestick which were all operational 15 minutes prior to the gateway change and fiber upgrade using the correct member id.   We have updated the password several times including the password reset by att that was received by mail.  

We are paying a fortune to ATT for very little value.  The ids and password access billing information and profile but not services.  Calling and speaking to someone on the phone half way around the world who calls me ma’am and profusely thanks me for my service with no results is just further infuriating.   Clearly some change took place to the account when that gateway was installed, but no one can seem to identify the problem.  The firestick U-verse app doesn’t work for our sign in information but does works for others  because I had a friend come to the house and sign in with their own account to test and they are able to sign in and view programs.   

Community Support

 • 

232.1K Messages

4 months ago

Hello @dgarbett,

 

Thank you for trying the above steps. We hear you, and happy to assist you!

 

To take a deeper look into this situation for the U-verse app not working., we'd need to move this conversation into a DM.

I am sending you a private message (PM) to help in this matter. Please look out for a chat notification towards the top right corner of your page next to the bell icon and reply to my message with your specific account details.

 

Looking forward to connecting with you, thank you for contacting AT&T Community Forums.

 

Bruce, AT&T Community Forum Specialist

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