New Uverse Customer--Only 1 HD Stream?

New Uverse Customer--Only 1 HD Stream?

I just had Uverse Internet and TV installed yesterday. Overall I'm happy with what we got, but there's one issue that has really bugged me.

 

When the DVR was installed, we were told that we were getting 2 HD streams/4 SD streams. We only have one HDTV, but the 2 HD streams is important, as we want to record one program in HD while watching another in HD (eg, on Thursday nights we watch The Office and 30 Rock, but want to record CSI). 

 

I tried doing this several times, and it will only allow us to access 1 HD channel at a time--if we are recording one program in HD, we are forced to watch that program--we also cannot record 2 HD programs simultaneously.

 

 

So I looked at the system settings, and sure enough--we only have 1 HD stream and 3 SD streams. We tried calling Uverse customer support today and the service rep I got was very unhelpful--she didn't even understand what I was talking about. 

 

Is this a hardware issue? A programming package issue? A distance from the central hub issue? If there's a way to change it so that we can get 2 HD streams, I'd really like to do so. Any help/suggestions would be appreciated.

 

Message Edited by revelationary on 02-20-2009 09:05 PM
Message Edited by revelationary on 02-20-2009 09:09 PM
1,032 Views
Message 1 of 103

Re: New Uverse Customer--HD DVR Question

Looks like I've somewhat answered my own question--found a couple other posts on similar topics. Sorry for being redundant!

 

Checked out my connection stats, and it looks like they're horrible.

 

Current Rate: 19200 kbs

 Max Rate: 28632 kbs

 

Current Noise Margin: 17.0 dB

Current Attenuation: 26.6 dB

Current Output Power: 12.3 dBm

 

Anything I could do to change this? Would it be worth having a service tech come take a look and see if there's any way to boost my connection strength? Or is this beyond saving?

 

                                                     
Message Edited by revelationary on 02-20-2009 09:10 PM
Message 2 of 103
Master

Re: New Uverse Customer--HD DVR Question


revelationary wrote:

Looks like I've somewhat answered my own question--found a couple other posts on similar topics. Sorry for being redundant!

 

Checked out my connection stats, and it looks like they're horrible.

 

Current Rate: 19200 kbs

 Max Rate: 28632 kbs

 

Current Noise Margin: 17.0 dB

Current Attenuation: 26.6 dB

Current Output Power: 12.3 dBm

 

Anything I could do to change this? Would it be worth having a service tech come take a look and see if there's any way to boost my connection strength? Or is this beyond saving?

 

                                                     
Message Edited by revelationary on 02-20-2009 09:10 PM

That's a pretty low rate. You are really far from the VRAD, so I don't know if there is anything they can do for you. Perhaps someone else has another suggestion, but I would caution you...don't get your hopes up.

 

Is everything working okay for you? No freezing or pixelation?

 

 

Message 3 of 103

Re: New Uverse Customer--HD DVR Question

I haven't noticed any freezing or pixilation--overall I've been very happy with the picture quality. Much better than the picture quality I was getting from Dish Network (though admittedly, I've only watched 2 or 3 hours of TV since getting Uverse). Other than only getting 1 HD stream, the only issue I've noticed is inconsistent internet speed when I'm connected wirelessly (my hard wired desktop consistently has good speed). 

 

Unfortunately, the Dual HD stream may be a make or break issue--not sure I can handle taking a step backwards in terms of DVR functionality. Wish they had been more upfront about this during the install, as I feel like this is one of the things I'm paying to receive. 

 

 

Message Edited by revelationary on 02-20-2009 09:20 PM
Message 4 of 103
ACE - Expert

Re: New Uverse Customer--HD DVR Question

I have a hunch the installer couldn't sync up at 25M to give you 2HD (we've postulated here it would have to be in the 30sM to get the 25M profile for 2 HD/2 SD) and had to put you on the 19M 1 HD/3 SD profile.  Right now there really isn't anything ATT can do about it until if and when pair bonding or VDSL2 are institued and can increase your max sync and distance in general. :smileywink:

 

Chris


I want CBET Channel 9 Please NO SD stretch-o-vision HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 103

Re: New Uverse Customer--HD DVR Question

Well hopefully that'll happen soon then!

 

I certainly don't blame the installer for not being able to give me the 25M profile, I just wish they would be more transparent about the issue--rather than promising 2 HD streams and not even telling me during/after the install that they could only give me 1.

Message 6 of 103
ACE - Expert

Re: New Uverse Customer--HD DVR Question

Here's what I posted on uverseusers.com on the same subject:

 

there is absolutely no way for sales or tech to know whether you get 2 HD/2 SD, 1 HD /3 SD or no service at all until the tech comes and checks at the NID.  The problem arises since they know where the VRAD is, they pretty much know the distance from the CO to you but they can't really pinpoint where the VRAD falls in your total line length.  So they estimate who can get Uverse by this and many get the 25M profile, some get the 19M profile, some can't get any Uverse and others who were not estimated are found that they can get Uverse.

 

I think this explains why they can't really know in advance, but I'd call and politely request a 'discount or promo' since you are not getting 'full service'. :smileywink:

 

Chris

 


I want CBET Channel 9 Please NO SD stretch-o-vision HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition

 

 

 

Message Edited by mibrnsurg on 02-21-2009 05:50 PM
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 103
Scholar

Re: New Uverse Customer--HD DVR Question


Revolutionary wrote:

Looks like I've somewhat answered my own question--found a couple other posts on similar topics. Sorry for being redundant!

 

Checked out my connection stats, and it looks like they're horrible.

 

Current Rate: 19200 kbs

 Max Rate: 28632 kbs

 

Current Noise Margin: 17.0 dB

Current Attenuation: 26.6 dB

Current Output Power: 12.3 dBm

 

Anything I could do to change this? Would it be worth having a service tech come take a look and see if there's any way to boost my connection strength? Or is this beyond saving?

 

                                                     
Message Edited by revolutionary on 02-20-2009 09:10 PM

Another possible issue is that there is a bridge tap that they just did not or could not fix. I would call them back and ask them to review that. A service tech should be able to tell what's going on.

Message 8 of 103
Mentor

Re: New Uverse Customer--Only 1 HD Stream?

This is what you need to do (cause it happened to me).  You need to get the at&t phone guy out to your house to check the lines.  When my U-verse installer came, we couldn't get the connection speed right for the 2HD streams, but knew it was BS because from other installs, he knew that both VRADs in my area were within the 2HD range.  He called out the phone line tech and the phone line tech found that my line had been bridged for no apparent reason that added like 1400 feet to the run to the VRAD.  He took off the bridge and VIOLA!  All was fixed.  When I asked him why the phone line was like that, he said he didn't know, but the wiring didn't look like it had been touched in 20 years.

 

Now I'm not saying that is your problem, but it is worth a check. 

Message 9 of 103

Re: New Uverse Customer--Only 1 HD Stream?

Thanks for the help/advice, everyone. I think I'll try calling to see if there's anything they can do to improve the connection, and if not, I'll see if there's anything they can do about lowering my bill a bit.

 

Is there a specific number I should call? The only one I know of is the general technical support number, and the last time I called that, I ended up with a very unhelpful rep. If it makes a difference, I'm in the south Chicago suburbs. 

Message 10 of 103
Tutor

Re: New Uverse Customer--Only 1 HD Stream?

I'm in Raleigh and had uverse installed about 1 month ago.  I only get 1HD/3SD.  I called customer service to complain, who then connected me to tech support to verify they can't upgrade my service.  After that, I said I wasn't happy and may go back to TWC (not really) and they offered to give me a $10/mo discount for 6 months.  After 6 months I'm supposed to check back to see if they can upgrade to 2HD/2SD.  If not, time to whine for another discount.
Message 11 of 103
Contributor

Re: New Uverse Customer--Only 1 HD Stream?

Thats the part that really upsets me with my service.  I too am stuck with the 1 HD stream and instead of a permanent discount on my bill, they just give me a promotion price and tell me to check back when the promotion expires. 

 

I am not entirely sure I would have gone with uverse if the technician would have informed me upfront that I would only get one HD stream.  Instead, he ran the cables and upon hooking up the stb realized that only one stream would be available.  I would be more ok with this promotion price if anyone could give me an answer on when this can be fixed by pair bonding or whatever (ha ha)

Message 12 of 103
Contributor

Re: New Uverse Customer--Only 1 HD Stream?

My information on my screen is:

 

WAN Profile: 2SD / 2HD Max Bandwidth 28800000

 

Does this mean I can record 2 HD prorams and watch 2 SD Programs??

Message 13 of 103
Master

Re: New Uverse Customer--Only 1 HD Stream?


ipskirk wrote:

My information on my screen is:

 

WAN Profile: 2SD / 2HD Max Bandwidth 28800000       (mine is 25****** )

 

Does this mean I can record 2 HD prorams and watch 2 SD Programs??


 

        yep yep should be able to...

 

     2hd2sd.jpg

    Note :  guess i need to update to newer screen shot info  :_P)
Message Edited by randyl on 07-16-2009 08:07 AM
Message 14 of 103
ACE - Expert

Re: New Uverse Customer--Only 1 HD Stream?


ipskirk wrote:

My information on my screen is:

 

WAN Profile: 2SD / 2HD Max Bandwidth 28800000

 

Does this mean I can record 2 HD prorams and watch 2 SD Programs??


If your Ingress profile states 2 HD/ 2 SD you should be able to watch 2 HD channels, the WAN profile is

supposedly what is coming into the RG and the Ingress is what is coming into the DVR according to

SomeJoe. :smileywink:

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
1-800-983-2811 to avoid Mr. Voice Recognition
YRMV IMHO Simply a U-verse user, nothing more

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 103
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