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Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Teacher

Uverse wireless gateway cannot be found message on app for both iphone and ipad.

For the past two days I have been unable to use the app because when I try to select the receiver I always get the message that the gateway can't be found. 

 

So far I have (All of these were done for both devices.)

-deleted and reinstalled the app

-closed and reopened the app

-rebooted

-tried the troubleshooting feature of the app

 

All along I do have the following:

-my list of recorded movies

-the ability to set up items for recording

- the correct guide for my location

-the ability to watch live shows on my devices

 

I cannot:

-use the app remote

-select a show from the home page on the app

-watch any shows on my television using the app because the app won't connect to the receiver

 

What next?

 

7,142 Views
Message 1 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

I'm having this same problem, just spent an hour plus troubleshooting on my own before doing a search and finding this thread....  Feel a little better that its not something I can fix, however that doesn't solve the problem.   Any suggestions on how to best escalate this situation to AT&T? Emails/Phone calls? I really hope this is fixed soon as for me it will be needed for the opening weekend of college football !

Message 31 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Perhaps everyone needs to tweet to @uverse about the dissatisfaction with this issue?  Seems like a social media backlash just might get them to at least acknowledge and address the issue?

Message 32 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

So I decide to go ahead and call. Explained the issue, of course they try to
Get you to troubleshoot, I explained I had done that and that it was an issue with the app and I wanted to know the status. Put me on hold then came back saying they are aware and working on an update. He said they were "close" to having it ready. When I asked how long that was he said "give us a month"! I'm not expecting this to get fixed soon. My guess is they probably had a scheduled update to the app and this bug fix is getting added but the release date isn't changing. I think I may just call everyday on my way to work to ask for an update until it's fixed.
Message 33 of 50
Community Support

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Hi,

 

Thank you for bringing this to our attention. I understand how frustrating this is, and I am looking into this issue and working towards getting it fixed. I will keep this thread updated, as I get more information.

 

David, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 34 of 50
Community Support

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Hi,

 

I was able to find out that we are aware of the issue, and a fix has been developed. We are working on rolling it out as we speak. Please check to see if the features are working tomorrow. You may need to uninstall and reinstall the app. If still having issues, let me know what errors you are getting.

 

David, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 35 of 50
Teacher

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Thank you for checking on this. Customer Service was no help at all.

Mary
Message 36 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

The issue seems to be resolved now.
Message 37 of 50
Teacher

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Mine is working. Northwest MS, just south of Memphis 

Message 38 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Just checked and mine is now working. Thank you AT&T for getting this fixed! I didn't update my app, so there must have been a reversal of whatever change was pushed out.
Message 39 of 50
Contributor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

The issue was never the app, but a firmware upgrade that was pushed automatically to the gateway. This disabled the apps ability to communicate with the gateway with respect to remote function only. The push yesterday of the bug free firmware is why the app works again.
Message 40 of 50
Contributor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

this still doesnt work for me

Message 41 of 50
Contributor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Been having this same issue in and off for the better part of 2 years. Different “reasons” for each support call. Happens every 4-6 months with me. 

It’s absurd...

 

...and still no response or action plan from ATT. 

Message 42 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Hello,

 

I'm having this same issue again.  I've tried resetting the wireless gateway and device, reinstalling the app and power cycling my phone.  Can you look into this problem again?  It's happening on my wife's device as well.

Message 43 of 50
Contributor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

I am having the same problem now. I have AT&T Uverse at my 2nd home and App worked fine the last time I used it. Is anyone else experiencing the same problem again. 

Message 44 of 50
Tutor

Re: Uverse wireless gateway cannot be found message on app for both iphone and ipad.

Same problem here.  I recently updated iOS and I am assuming that is the issue.

Message 45 of 50
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