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Posted Oct 25, 2013
9:57:55 PM
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Replacement DVR

So, I was having problems with my original DVR, a VIP1225 (which I've had for a few years now), producing snow on my TV every once in a while (it seems it would lose the HDMI handshake). AT&T sent me a replacement DVR, but it arrived dead - wouldn't turn on no matter what I did. I called support again, and they are sending me out a second replacement. I asked the person on the phone if it was possible to send the higher capacity DVR, but she said it would cost a $49 one-time fee and $7/month going forward. Is that typical? I have U450 as my TV package and the Max Turbo internet package.

 

I know this is a peer-to-peer forum. Just trying to get a sense of what is on offer out there for upgraded DVRs. I wouldn't have even thought about it, except if I'm going to have to setup all of my recordings again, I'd rather do it with a device I'll hold on to for awhile.

 

Thanks in advance for any insight.

So, I was having problems with my original DVR, a VIP1225 (which I've had for a few years now), producing snow on my TV every once in a while (it seems it would lose the HDMI handshake). AT&T sent me a replacement DVR, but it arrived dead - wouldn't turn on no matter what I did. I called support again, and they are sending me out a second replacement. I asked the person on the phone if it was possible to send the higher capacity DVR, but she said it would cost a $49 one-time fee and $7/month going forward. Is that typical? I have U450 as my TV package and the Max Turbo internet package.

 

I know this is a peer-to-peer forum. Just trying to get a sense of what is on offer out there for upgraded DVRs. I wouldn't have even thought about it, except if I'm going to have to setup all of my recordings again, I'd rather do it with a device I'll hold on to for awhile.

 

Thanks in advance for any insight.

Replacement DVR

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Oct 25, 2013 10:23:35 PM
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Employee
Sorry to hear of your unusual (2 dvrs bad) situation.
$50 is the normal upgrade fee when requesting a larger capacity DVR.

However the $7 monthly fee only applies ....
If adding more boxes (tvs) to account as the DVR is included on all but the ubasic package.

The snow picture sounds more like an improper channel input than an HDMI issue.
Some tvs when lose power, and power is restored (blackout, unpug tv by mistake) will default to TV coax input requiring change of input (source) on tv to match cable connection from DVR.

Bad news of course is lose all current recordings....
Good news, all future recordings are cloud based, when install new DVR recordings will automatically be set.

Hopefully all will be right again soon, please post again if can be of further assistance.
Sorry to hear of your unusual (2 dvrs bad) situation.
$50 is the normal upgrade fee when requesting a larger capacity DVR.

However the $7 monthly fee only applies ....
If adding more boxes (tvs) to account as the DVR is included on all but the ubasic package.

The snow picture sounds more like an improper channel input than an HDMI issue.
Some tvs when lose power, and power is restored (blackout, unpug tv by mistake) will default to TV coax input requiring change of input (source) on tv to match cable connection from DVR.

Bad news of course is lose all current recordings....
Good news, all future recordings are cloud based, when install new DVR recordings will automatically be set.

Hopefully all will be right again soon, please post again if can be of further assistance.
*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: Replacement DVR

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Oct 25, 2013 10:33:39 PM
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Mentor

I'm pretty sure it is an HDMI handshake issue because a) the input on the TV isn't changing b) the snow isn't the typical bad coax snow c) every once in awhile, while it is having the issue, I'll see a quick shot of a blue AT&T screen saying that there is an HDMI handshake issue, before the screen goes back to snow.

 

So, if I wanted to upgrade to a higher capacity dvr, the cost would be a one-time fee of $50, but there shouldn't be a $7/month fee?

 

Thanks for the reply.

I'm pretty sure it is an HDMI handshake issue because a) the input on the TV isn't changing b) the snow isn't the typical bad coax snow c) every once in awhile, while it is having the issue, I'll see a quick shot of a blue AT&T screen saying that there is an HDMI handshake issue, before the screen goes back to snow.

 

So, if I wanted to upgrade to a higher capacity dvr, the cost would be a one-time fee of $50, but there shouldn't be a $7/month fee?

 

Thanks for the reply.

Re: Replacement DVR

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Oct 26, 2013 5:00:45 AM
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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.

 

Let one of the guys here investigate this for you.  Copy and paste this link and include you contact information: http://forums.att.com/t5/Receivers-Battery-Backup/Replacement-DVR/m-p/3734147/highlight/true#M58029

"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"

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.

 

Let one of the guys here investigate this for you.  Copy and paste this link and include you contact information: http://forums.att.com/t5/Receivers-Battery-Backup/Replacement-DVR/m-p/3734147/highlight/true#M58029

"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.

Re: Replacement DVR

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Oct 26, 2013 8:01:03 AM
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Employee

Good morning ahintz,

 

My name is Morgan, I'm one of the U-verse Community Specialists. I'm sorry to hear that your DVR is not working the way it is supposed to but, I'll be glad to assist you and make sure we 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! Smiley Happy

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

Good morning ahintz,

 

My name is Morgan, I'm one of the U-verse Community Specialists. I'm sorry to hear that your DVR is not working the way it is supposed to but, I'll be glad to assist you and make sure we 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! Smiley Happy

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.
*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: Replacement DVR

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Oct 28, 2013 3:52:50 AM
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Teacher

I dont know about the upgrade fee...but a couple years ago I requested a larger dvr since I was on the U300 and also paying $10 a month for HD.  I informed customer service that I record almost exclusively in HD.  They sent me the VIP2250 which is the largest dvr with no upgrade fee.  I had read somewhere that if you were on the U300 or higher, they would supply the larger dvr.  It might have changed since my upgrade though but it wouldn't hurt to try and get it free.

I dont know about the upgrade fee...but a couple years ago I requested a larger dvr since I was on the U300 and also paying $10 a month for HD.  I informed customer service that I record almost exclusively in HD.  They sent me the VIP2250 which is the largest dvr with no upgrade fee.  I had read somewhere that if you were on the U300 or higher, they would supply the larger dvr.  It might have changed since my upgrade though but it wouldn't hurt to try and get it free.

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Oct 28, 2013 11:35:45 PM
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Wow - great support on this board. Everything is setup with my new DVR and I have more storage capacity. Really happy with the outcome.

Wow - great support on this board. Everything is setup with my new DVR and I have more storage capacity. Really happy with the outcome.

Re: Replacement DVR

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Oct 29, 2013 12:42:30 PM
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I'm so glad the new DVR unit I shipped you is working well. If you have any future questions or concerns with your U-verse, here are a few helpful videos that will be a big help.

Thank you for your feedback and for choosing AT&T! Smiley Happy

 

- MorganCS

- ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.

I'm so glad the new DVR unit I shipped you is working well. If you have any future questions or concerns with your U-verse, here are a few helpful videos that will be a big help.

Thank you for your feedback and for choosing AT&T! Smiley Happy

 

- MorganCS

- ATTU-verseCare

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.
*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: Replacement DVR

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