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Posted Oct 8, 2013
11:15:12 AM
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DVR Box
On Saturday October 5th I spoke to a retention specialist and renewed my service. Ironically, today one of my non-wireless boxes went out. I spent time troubleshooting and called in for technical support. After 28 minutes on the phone there needs to be a technician come to my home. Could they come to my house tomorrow? Yes, but nobody over 18 will be here until after 7pm. Actually, it is like that all week. So now the TV in my teenager's room won't be fixed until the weekend. BUT on top of that I was not advised that my DVR recordings are gone because the broken box is the box hooked into the modem. So now all my recordings are not there! Ugh! Will they still record this week? I am so upset right now and will be shopping around. I had Time Warner for over 5 years and not one issue. Uverse for a year and billing/promo issues and now all of this. And I never wanted wireless boxes but the technician that hooked up service had been here for hours and wanted to be done which I understood but I hate the wireless boxes. That is a whole other nightmare of a story! And now every time I try to post this message it comes back and says to correct the highlighted areas. The only thing highlighted is to select a board, and I did twice!!
On Saturday October 5th I spoke to a retention specialist and renewed my service. Ironically, today one of my non-wireless boxes went out. I spent time troubleshooting and called in for technical support. After 28 minutes on the phone there needs to be a technician come to my home. Could they come to my house tomorrow? Yes, but nobody over 18 will be here until after 7pm. Actually, it is like that all week. So now the TV in my teenager's room won't be fixed until the weekend. BUT on top of that I was not advised that my DVR recordings are gone because the broken box is the box hooked into the modem. So now all my recordings are not there! Ugh! Will they still record this week? I am so upset right now and will be shopping around. I had Time Warner for over 5 years and not one issue. Uverse for a year and billing/promo issues and now all of this. And I never wanted wireless boxes but the technician that hooked up service had been here for hours and wanted to be done which I understood but I hate the wireless boxes. That is a whole other nightmare of a story! And now every time I try to post this message it comes back and says to correct the highlighted areas. The only thing highlighted is to select a board, and I did twice!!

DVR Box

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Oct 8, 2013 12:35:28 PM
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Hello, you could have been shipped a box, you replace and sent the old one back ups
You did not state the model number, but if the box with issues is the DVR, then yes all recordings will be lost and no new recordings are being made.
Replacing the DVR loses all recordings.

If specific questions that we can help with, please post again.
Hello, you could have been shipped a box, you replace and sent the old one back ups
You did not state the model number, but if the box with issues is the DVR, then yes all recordings will be lost and no new recordings are being made.
Replacing the DVR loses all recordings.

If specific questions that we can help with, please post again.
*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.

Re: DVR Box

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Oct 9, 2013 10:37:57 AM
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Sabrinat4819 wrote:
On Saturday October 5th I spoke to a retention specialist and renewed my service. Ironically, today one of my non-wireless boxes went out. I spent time troubleshooting and called in for technical support. After 28 minutes on the phone there needs to be a technician come to my home. Could they come to my house tomorrow? Yes, but nobody over 18 will be here until after 7pm. Actually, it is like that all week. So now the TV in my teenager's room won't be fixed until the weekend. BUT on top of that I was not advised that my DVR recordings are gone because the broken box is the box hooked into the modem. So now all my recordings are not there! Ugh! Will they still record this week? I am so upset right now and will be shopping around. I had Time Warner for over 5 years and not one issue. Uverse for a year and billing/promo issues and now all of this. And I never wanted wireless boxes but the technician that hooked up service had been here for hours and wanted to be done which I understood but I hate the wireless boxes. That is a whole other nightmare of a story! And now every time I try to post this message it comes back and says to correct the highlighted areas. The only thing highlighted is to select a board, and I did twice!!

As stated in the post above all recordings are gone, but when you get your new DVR you will not have to re setup your series recordings.  If you are having issues with your service click on the hyperlink in my sig for AT&T Customer Care,and you will be taken to their profile.  They are an escalation team that is higher than regular Customer Support.  Send them a PM with your info and your concern and they can help you with it.  Watch the blue envelope at the top of the forum page for message notification, as they will reply to you via PM as well.


Sabrinat4819 wrote:
On Saturday October 5th I spoke to a retention specialist and renewed my service. Ironically, today one of my non-wireless boxes went out. I spent time troubleshooting and called in for technical support. After 28 minutes on the phone there needs to be a technician come to my home. Could they come to my house tomorrow? Yes, but nobody over 18 will be here until after 7pm. Actually, it is like that all week. So now the TV in my teenager's room won't be fixed until the weekend. BUT on top of that I was not advised that my DVR recordings are gone because the broken box is the box hooked into the modem. So now all my recordings are not there! Ugh! Will they still record this week? I am so upset right now and will be shopping around. I had Time Warner for over 5 years and not one issue. Uverse for a year and billing/promo issues and now all of this. And I never wanted wireless boxes but the technician that hooked up service had been here for hours and wanted to be done which I understood but I hate the wireless boxes. That is a whole other nightmare of a story! And now every time I try to post this message it comes back and says to correct the highlighted areas. The only thing highlighted is to select a board, and I did twice!!

As stated in the post above all recordings are gone, but when you get your new DVR you will not have to re setup your series recordings.  If you are having issues with your service click on the hyperlink in my sig for AT&T Customer Care,and you will be taken to their profile.  They are an escalation team that is higher than regular Customer Support.  Send them a PM with your info and your concern and they can help you with it.  Watch the blue envelope at the top of the forum page for message notification, as they will reply to you via PM as well.

*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.

Re: DVR Box

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