Mentor
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44 Messages
Fee to upgrade DVR to VIP 2250?
I've been a Uverse customer for over 3 years and still have my original DVR, a Motorola VIP 1225. I am interested in upgrading to a model with a larger hard drive so I called to inquire if this would be possible. I was told that there would be a one time charge of $105 in order to upgrade to a model with a larger hard drive. I declined since that seems excessive to me. Having to pay to upgrade from 3+ year old technology seems a bit odd to me when I assume new customers get the new models when they sign up. Shouldn't long time loyal customers be the ones getting perks like this? Has anyone else successfully upgraded to a DVR with a larger capacity? Did you have to pay in order to do so? I subscribe to the U300 level of TV service and the Max Plus level of internet if that makes any difference. Thanks in advance for any feedback.
MorganCS
Former Employee
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549 Messages
10 years ago
Hi Sacto23,
My name is Morgan, I'm one of the U-verse Community Specialists and I'll be glad to assist you with this concern. I'm going to send you a Private Message to gather your account info and discuss the replacement options for your DVR. Keep an eye on the blue envelope on the top-right hand corner of this page and you'll see my message there. Thanks! 🙂
- MorganCS
- ATTU-verseCare
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antman_2
Guru
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506 Messages
10 years ago
You could wait for it to start acting up like I did and scheduled a replacement and to have the 2250 on the truck or pay for it. I would do the former and just say the 5.1 is acting up and your getting freezing issues. The 2250 rocks! Good luck!
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Darknessrise
Professor
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2.4K Messages
10 years ago
We've had our VIP1225 for just about 5 years now. It's been a little funny once and awhile, but I expect these to last quite awhile. I'm still waiting for the day we get a VIP2250 lol. I assume we got a brand new first batch of the VIP1225.
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Dmcguirehome
Contributor
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1 Message
10 years ago
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MorganCS
Former Employee
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549 Messages
10 years ago
Hello @Dmcguirehome
My name is Morgan, I'm one of the U-verse Community Specialists. I'm sorry that you've had continuous issues with multiple DVR units but, I'll be glad to help you get this resolved. I'm going to send you a Private Message that will land in your inbox and we will move forward from there. Thank you! 🙂
- MorganCS
- ATTU-verseCare
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Razmatazz
Tutor
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8 Messages
10 years ago
Hello Morgan,
I currently have a motorola vip1216 DVR. I recently upgraded my av receiver and dvd player and now i use an HDMI cable on all devices. When a station does not broadcast in 5.1 the audio skips and i have to change the audio digital option from surround to stereo. my dvr is outdated. why should i pay more $$ when i am currently paying a monthly fee already for uverse. I feel at&t should provide a dvr/stb that does not have issues.
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Razmatazz
Tutor
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8 Messages
10 years ago
i did chat and call. i still do not undersand why i have to pay to correct an at&t problem. the dvr vip1216 should compensate for the audio being transmitted.. if it cannot then it is outdated and at&t should replace it with a model that processes clear signals. i was contemplating on upgrading to the u450 for a few months to get a vip2250 but it appears as though i may not even get one with the high end channel line up according to your prev post.
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marcindublin
Guru
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417 Messages
10 years ago
This whole issue can be solved by enabling the USB port for an external hard drive. In an era where a 2 Terabyte hard drive can be had for under $100, it is insane that DVR storage is an issue for anyone!
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Razmatazz
Tutor
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8 Messages
10 years ago
The amount of storage is not the issue. i could care less how many hours i have available for recording. The audio is the issue. I like to watch ION and not all of the shows are broadcast in surround sound.This is not the only channel that does not broadcast in 5.1 surround. there are others. I have to change the audio digital from surround to stereo each time because the audio breaks up if i am using surround sound.
Thank you, however for the comment.
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baseballisback
ACE - Professor
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7.7K Messages
10 years ago
Here's an idea:
Call tech support and tell them of the issue. If they refuse to waive the fee, threaten to return ALL your equipment in favor of another provider. If that doesn't work, maybe the retentions people can offer something.
If it does work, monitor the next bill. If it has the swap fee on there, call the retentions people and politely remind them that they promised the swap fee would be waived.
I understand the logic behind a swap fee. The equipment has to be returned via UPS or whatever and someone has to pay for it. When it gets to the storage area, it has to be processed back in the system, wiped of all data, etc. Obviously, an employee has to do that. Maybe several. Someone to unload the truck and put it on a conveyor belt or whatever and maybe someone else to wipe the box.
But...if the equipment FAILS and can be proven to have failed, the swap fee should be waived. No customer should ever have to pay for faulty equipment they do not own...unless, of course, the fault was customer-created, such as inserting a larger hard drive, dropping it out a window, drink spillage, etc.
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