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New Service - Wrong DVR?!

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New Service - Wrong DVR?!

My service was installed today (U450 & Max Turbo).  My storage capacity on the whole home DVR is down to 86% after *1* one hour HD show was recorded.  I was told the DVR would hold over 100 hours of HD.  My model the tech installed was IPN430.  The tech also refused to install as the order stated (2 wired & 1 wireless).  He instead insisted on installing the non-DVR boxes wirelessly.  This does not bode well for initial customer satisfaction.  Did the tech install the proper DVR?  What is my recourse if it is indeed the wrong DVR?

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ACE - Master

Re: New Service - Wrong DVR?!

See below:

 

Storage Capacity

 

There are four large hard drive DVR receivers, and two standard 160GB DVR's (Chart attached below)

 

DVR Storage Capacity.png

So it appears you received the DVR with the smaller drive.  As for the install of the wireless vs. wired boxes, that seems to be the norm for up to 2 extra receivers.  To get your install corrected and to discuss the DVR, I would recommend that you send a Private Message to the ATTU-verseCare Community Specialist team.  One of the specialists will respond to your PM shortly.  Please look for the flashing envelope at the top right of the page for your response from a team member.

 

One of the team memebers will get you fixed up.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 2 of 4
Employee

Re: New Service - Wrong DVR?!

Initial uverse launch there were only two dvr options, small or large....later a second larger capacity DVR was added to the lineup. So now both the Cisco IPN4320 AND ISB7500 are classified as large DVR for assignment to u300, u450 accounts.
The techs receive their supply from stockroom, it is possible the only dvrs on techs truck were the smaller Ipn430.

At this time your options are do nothing and keep the installed dvr,
Call or chat rrquesting larger dvr be shipped, you install and return original to UPS, return shipping paid by ATT.
Call or chat, requesting tech visit to swap DVR, this is a 4 hour appointment window, swap should be 1/2 hour actual time.
If tech visit may ask for a hardwired box to be instslled with removing one wireless, no charge.

While I would admit not a good customer satisfaction start, the two wireless receivers with dvr on Ethernet is now the preferred installation methodto both eliminate coax wiring, reduce installation time and provide more reliable service.
Employee Contributor*
*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 3 of 4
Community Support

Re: New Service - Wrong DVR?!

Hi Cwathan,

 

We have received your Private Message and we will be glad to help you resolve this issue.

 

- MorganCS

- ATTU-verseCare

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

Employee Contributor*
*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.
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