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Posted Aug 16, 2013
6:54:43 AM
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U-Verse TV Web Remote Access

Starting around this past Sunday I had problems even getting to access the guide.  Maybe on Monday, logging out and logging back in takes two tries but I can now get to my guide.  Tried logging off and rebooting, no help.

 

I can view Scheduled programs but I can't schedule a program because it states that it can't access the settings.  I can't view recorded programs either.

 

The funny part is that the Android app works perfectly and no problem from the TV itself.

Starting around this past Sunday I had problems even getting to access the guide.  Maybe on Monday, logging out and logging back in takes two tries but I can now get to my guide.  Tried logging off and rebooting, no help.

 

I can view Scheduled programs but I can't schedule a program because it states that it can't access the settings.  I can't view recorded programs either.

 

The funny part is that the Android app works perfectly and no problem from the TV itself.

U-Verse TV Web Remote Access

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Aug 16, 2013 7:19:18 AM
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ACE - Master
wptski - Looks like something has gone wrong. The WRA link does not respond & uverse.com does not allow sign-in for me.
wptski - Looks like something has gone wrong. The WRA link does not respond & uverse.com does not allow sign-in for me.
*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: U-Verse TV Web Remote Access

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Aug 16, 2013 11:59:49 AM
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Scholar

Hmm, something happened as now I can schedule a recording which I just did as a test but I can't cancel it.

Hmm, something happened as now I can schedule a recording which I just did as a test but I can't cancel it.

Re: U-Verse TV Web Remote Access

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Aug 16, 2013 3:52:12 PM
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Scholar

Spoke too soon as it's back to not working again!

Spoke too soon as it's back to not working again!

Re: U-Verse TV Web Remote Access

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Aug 20, 2013 5:45:09 AM
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Scholar

It's all working today.  We'll see if it stays that way.

It's all working today.  We'll see if it stays that way.

Re: U-Verse TV Web Remote Access

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Aug 21, 2013 5:00:37 AM
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Scholar

Would you believe, it's messed up again?

Would you believe, it's messed up again?

Re: U-Verse TV Web Remote Access

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Aug 21, 2013 8:40:44 AM
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Community Specialist

@wptski , I'm sorry you're still having trouble.  Send us a private message here with your full name, account number, contact number and the best time you can be reached. We have a great team of managers who are happy to help. 


Rethink Possible

For account specific help, please send a private message to ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

@wptski , I'm sorry you're still having trouble.  Send us a private message here with your full name, account number, contact number and the best time you can be reached. We have a great team of managers who are happy to help. 


Rethink Possible

For account specific help, please send a private message to ATTCustomerCare

Did a post have a solution that worked for you? Help other people find solutions faster by marking posts that helped you as an "Accepted Solution". Learn about accepted solutions here.

*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: U-Verse TV Web Remote Access

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Aug 21, 2013 1:03:00 PM
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Scholar

Kind of hard to troubleshoot something that works sometimes and sometimes not!  Right now, it working again.

Kind of hard to troubleshoot something that works sometimes and sometimes not!  Right now, it working again.

Re: U-Verse TV Web Remote Access

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Aug 24, 2013 3:38:56 PM
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Explorer

I called ATT on 8/22/2013 and spoke with a Second Tier spokesperson/supervisor that, yet again (the last, for me, being in March 2013), there was a problem with the Web Remote Access 'search' feature.  I was told that they were working on the problem and that it might be a few days to resolve.  I tried it on 8/23 and it was not resolved. I tried it again this morning at around 9 am, Pacific time, and it was working.  I tried it again at 3:30pm  and it was not working... again.

I called ATT on 8/22/2013 and spoke with a Second Tier spokesperson/supervisor that, yet again (the last, for me, being in March 2013), there was a problem with the Web Remote Access 'search' feature.  I was told that they were working on the problem and that it might be a few days to resolve.  I tried it on 8/23 and it was not resolved. I tried it again this morning at around 9 am, Pacific time, and it was working.  I tried it again at 3:30pm  and it was not working... again.

Re: U-Verse TV Web Remote Access

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Aug 24, 2013 3:57:01 PM
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Explorer

Sorry, I was negligent in stating what was showing up when I searched an actor's name/tvshow/movie... 'search failed, please try again'.  As with others on this thread, the last time there was a problem with the WRA, I was also having a problem signing in or scheduling a show or movie.  It took approximately four days to fix the last time.

Sorry, I was negligent in stating what was showing up when I searched an actor's name/tvshow/movie... 'search failed, please try again'.  As with others on this thread, the last time there was a problem with the WRA, I was also having a problem signing in or scheduling a show or movie.  It took approximately four days to fix the last time.

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 8:47:49 AM
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Explorer

UPDATE: August 25, 2013  8:40am     I called ATT again to find out what was going on as the WRA is still not working. After being on the phone with another Second Tier representative for over 40 minutes, I was told that she showed a 'failed search' and then it cleared up and that it was apparently my inside cabe/router line and an appointment was set. 

 

So, apparently the cable/router line only affects the WRA 'Guide (search)' feature and not the rest of the internet web sites or applications on Firefox and Internet Explorer.  It is interesting that these apparent faulty lines are so selective that they single out the ATT U-verse Web Remote Access 'Guide/search' feature and leave everything else on the Internet untouched. Yes, sarcasm intended.

 

I am absolutely disgusted with ATT and not impressed with their Representatives.

UPDATE: August 25, 2013  8:40am     I called ATT again to find out what was going on as the WRA is still not working. After being on the phone with another Second Tier representative for over 40 minutes, I was told that she showed a 'failed search' and then it cleared up and that it was apparently my inside cabe/router line and an appointment was set. 

 

So, apparently the cable/router line only affects the WRA 'Guide (search)' feature and not the rest of the internet web sites or applications on Firefox and Internet Explorer.  It is interesting that these apparent faulty lines are so selective that they single out the ATT U-verse Web Remote Access 'Guide/search' feature and leave everything else on the Internet untouched. Yes, sarcasm intended.

 

I am absolutely disgusted with ATT and not impressed with their Representatives.

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 12:00:52 PM
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Scholar

I don't believe the answer you got either.  Everything uses that same cable.  CS reps for anything these days don't know how things really work but somebody does and you can't talk to them.

I don't believe the answer you got either.  Everything uses that same cable.  CS reps for anything these days don't know how things really work but somebody does and you can't talk to them.

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 12:10:33 PM
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wptski    Last time (March 2013) it took the service technician showing up, accessing the online WRA, seeing that the Guide/search failed and then contacting his supervisor to take care of the problem.  The supervisor said that ATT had just started working on the 'glitch' in their system as they had started getting complaints.  He told me that until people started complaining they viewed it as an isolated problem.  Yeah, it's all in my head.  Thanks AT&T.

wptski    Last time (March 2013) it took the service technician showing up, accessing the online WRA, seeing that the Guide/search failed and then contacting his supervisor to take care of the problem.  The supervisor said that ATT had just started working on the 'glitch' in their system as they had started getting complaints.  He told me that until people started complaining they viewed it as an isolated problem.  Yeah, it's all in my head.  Thanks AT&T.

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 2:09:01 PM
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Scholar

OT but what's going on now??  Turned on my STB, it states no recodings!  Go to my DVR and it states that my DVR isn't connected to my TV along with a bunch of things to "try".

 

Back to my STB, picture is breaking up, stopping/starting so I try another channel, same deal with sound going up/down.  Watch for an hour, power off for a bit, turn back on and no picture on the STB either.

 

Can't find a new thread about anyone else with this problem and I've found if you call they'll have you go through a bunch of stuff for nothing because it's their problem.

 

Well at least the internet connection still works.

 

After two tries to log in, WRA shows my recodings!  Go figure.......

OT but what's going on now??  Turned on my STB, it states no recodings!  Go to my DVR and it states that my DVR isn't connected to my TV along with a bunch of things to "try".

 

Back to my STB, picture is breaking up, stopping/starting so I try another channel, same deal with sound going up/down.  Watch for an hour, power off for a bit, turn back on and no picture on the STB either.

 

Can't find a new thread about anyone else with this problem and I've found if you call they'll have you go through a bunch of stuff for nothing because it's their problem.

 

Well at least the internet connection still works.

 

After two tries to log in, WRA shows my recodings!  Go figure.......

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 2:21:23 PM
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ACE - Master
wptski - Sounds like the DVR is connected to the RG via coax & you have a problem somewhere in your coax network. If you have coax, check all connections to make sure they are tight & have compression fittings. You should not have barrel connectors, more than one splitter any open ports. Try running one leg at a time to isolate the problem.
wptski - Sounds like the DVR is connected to the RG via coax & you have a problem somewhere in your coax network. If you have coax, check all connections to make sure they are tight & have compression fittings. You should not have barrel connectors, more than one splitter any open ports. Try running one leg at a time to isolate the problem.
*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: U-Verse TV Web Remote Access

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Aug 25, 2013 2:39:23 PM
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Scholar
Edited by wptski on Aug 25, 2013 at 2:40:18 PM

Nope!  Decided to try the DVR soft reset or holding the power down for ten seconds.  Fixed it, STB and my recordings are still there.  Again, it wasn't really at my end as something happened just as I was turning on my STB.

 

How do you know that I'm not using CAT 5 to my DVR?

Nope!  Decided to try the DVR soft reset or holding the power down for ten seconds.  Fixed it, STB and my recordings are still there.  Again, it wasn't really at my end as something happened just as I was turning on my STB.

 

How do you know that I'm not using CAT 5 to my DVR?

Re: U-Verse TV Web Remote Access

[ Edited ]
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Aug 25, 2013 3:52:32 PM
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ACE - Master
wptski RE: How do you know that I'm not using CAT 5 to my DVR?

A problem anywhere in the COAX network is one possible cause of your problem when the DVR to RG connection is part of that COAX network. Certainly, there are other possibilities. The problem/cause list is not one for one.
wptski RE: How do you know that I'm not using CAT 5 to my DVR?

A problem anywhere in the COAX network is one possible cause of your problem when the DVR to RG connection is part of that COAX network. Certainly, there are other possibilities. The problem/cause list is not one for one.
*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: U-Verse TV Web Remote Access

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Aug 25, 2013 4:21:35 PM
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Scholar

Why would the STB work once when powered up but not the second time until after the DVR was soft reseted?  Outputs from the RG are separete, either CAT 5 or COAX.  It is COAX to my DVR and CAT 5 to the STB.

 

This was the first time this has ever helped any problem that I had.  One time on the phone with Tech Support over an hour which had me doing a hard reset which takes about twenty minutes.

Why would the STB work once when powered up but not the second time until after the DVR was soft reseted?  Outputs from the RG are separete, either CAT 5 or COAX.  It is COAX to my DVR and CAT 5 to the STB.

 

This was the first time this has ever helped any problem that I had.  One time on the phone with Tech Support over an hour which had me doing a hard reset which takes about twenty minutes.

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 4:48:10 PM
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ACE - Master
wptski - The two activities are not related. The first interaction went without error. The second had an error, The third may or may not have an error.

Why is the STB on cat5 and the DVR on COAX? Usually, the cat5 is used for the box at the same location as the RG,

Originally, the DVR was placed at the most used TV to allow for trick play on live. Whole house DVR changed that. Live trick play is available on all boxes. The DVR is best on the least used TV to maximize quantity of simultaneous recordings ( Watching the DVR TV uses up a recording).

Of course, compromises may be necessary.

Since, you are having recording problems, I suggest you swap the DVR and STB. Can't hurt. May solve it. You can always go back.
wptski - The two activities are not related. The first interaction went without error. The second had an error, The third may or may not have an error.

Why is the STB on cat5 and the DVR on COAX? Usually, the cat5 is used for the box at the same location as the RG,

Originally, the DVR was placed at the most used TV to allow for trick play on live. Whole house DVR changed that. Live trick play is available on all boxes. The DVR is best on the least used TV to maximize quantity of simultaneous recordings ( Watching the DVR TV uses up a recording).

Of course, compromises may be necessary.

Since, you are having recording problems, I suggest you swap the DVR and STB. Can't hurt. May solve it. You can always go back.
*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: U-Verse TV Web Remote Access

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Aug 25, 2013 5:48:06 PM
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Scholar

I ran the COAX way before U-Verse ever exsisted while I was still on OTA TV.  Basement ceiling is covered with non-removable tile.  COAX comes in at the back of the home where entry would be and the only place not covered by tile, up through a closet across the attic, down another closet and out near the main TV location.

 

The RG could only be located at the entry of old internet cable, POTS, etc.  I ran COAX/CAT5 to the location of the TV in the basement.  That was possible but not fun and made the U-Verse installer very happy!

 

I've never had any recording problems.  Just today, I couldn't view my recorded list from the STB and found no TV picture at the DVR.  A DVR soft reset fixed the issue on both the DVD and STB.

 

Once logged into WRA, I could schedule a recording even before the reset.  WRA has been flaky for two weeks, difficult to log in, recored and/or scheduled won't show, relog in again and everything shows.  Still flaky as I just tried it again!

I ran the COAX way before U-Verse ever exsisted while I was still on OTA TV.  Basement ceiling is covered with non-removable tile.  COAX comes in at the back of the home where entry would be and the only place not covered by tile, up through a closet across the attic, down another closet and out near the main TV location.

 

The RG could only be located at the entry of old internet cable, POTS, etc.  I ran COAX/CAT5 to the location of the TV in the basement.  That was possible but not fun and made the U-Verse installer very happy!

 

I've never had any recording problems.  Just today, I couldn't view my recorded list from the STB and found no TV picture at the DVR.  A DVR soft reset fixed the issue on both the DVD and STB.

 

Once logged into WRA, I could schedule a recording even before the reset.  WRA has been flaky for two weeks, difficult to log in, recored and/or scheduled won't show, relog in again and everything shows.  Still flaky as I just tried it again!

Re: U-Verse TV Web Remote Access

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Aug 25, 2013 5:59:10 PM
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ACE - Master
wptski - I get the feeling that we are talking from different perspectives. I half think you are agreeing with Me & the other half you are not. I am not suggesting any rewiring - just exchange the location of the two boxes.

No need to do it if you become problem free. But, if the problem persists, it is worth a try. It has worked for others.
wptski - I get the feeling that we are talking from different perspectives. I half think you are agreeing with Me & the other half you are not. I am not suggesting any rewiring - just exchange the location of the two boxes.

No need to do it if you become problem free. But, if the problem persists, it is worth a try. It has worked for others.
*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: U-Verse TV Web Remote Access

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Aug 25, 2013 6:36:03 PM
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Scholar

I went OT with today's extra issues but WRA still has problems from my PC although these problems don't happen using the Android WRA app.

I went OT with today's extra issues but WRA still has problems from my PC although these problems don't happen using the Android WRA app.

Re: U-Verse TV Web Remote Access

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Aug 26, 2013 5:51:48 PM
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Explorer

8-26-2013/5:30PM  ATT just left and checked the line.  Said there was no problem. He recognized that there is in fact a problem and will be turning it in to his manager.  He says that this is a software problem with ATT. The tech said that when ATT does their updates that something may have happened during one of those updates that created the problem.  He believes that our home router  is not receiving the signal properly from ATT. Also, it is not the router itself as he gave me a new one.   The manager is suppose to call me tomorrow, 8-27-2013.

8-26-2013/5:30PM  ATT just left and checked the line.  Said there was no problem. He recognized that there is in fact a problem and will be turning it in to his manager.  He says that this is a software problem with ATT. The tech said that when ATT does their updates that something may have happened during one of those updates that created the problem.  He believes that our home router  is not receiving the signal properly from ATT. Also, it is not the router itself as he gave me a new one.   The manager is suppose to call me tomorrow, 8-27-2013.

Re: U-Verse TV Web Remote Access

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Aug 27, 2013 8:17:31 PM
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Scholar
Edited by wptski on Aug 27, 2013 at 8:21:35 PM

I still have issues trying to login to WRA.

 

I'm back up from losing everything, internet, TV and phone.  Similiar to last Friday, I think with the addition of losing internet and phone but a DVR reset wouldn't even complete.  Rebooted the RG, no help.  Was out for 2-3 hours.

I still have issues trying to login to WRA.

 

I'm back up from losing everything, internet, TV and phone.  Similiar to last Friday, I think with the addition of losing internet and phone but a DVR reset wouldn't even complete.  Rebooted the RG, no help.  Was out for 2-3 hours.

Re: U-Verse TV Web Remote Access

[ Edited ]
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Aug 27, 2013 9:33:42 PM
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Explorer

Spoke with ATT manager today.  He said that he recognizes it as a software problem with ATT.  He will be having the problem looked into.  He could not give me any indication as to when the problem might be fixed.

Spoke with ATT manager today.  He said that he recognizes it as a software problem with ATT.  He will be having the problem looked into.  He could not give me any indication as to when the problem might be fixed.

Re: U-Verse TV Web Remote Access

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Aug 28, 2013 4:57:17 AM
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Scholar

Viewing both my recorded and scheduled lists from WRA is a crap shoot but again works perfectly from my Android tablet app.

Viewing both my recorded and scheduled lists from WRA is a crap shoot but again works perfectly from my Android tablet app.

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Aug 30, 2013 5:35:43 PM
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Voyager

Yep, still having problems with not being about to retrieve search results and recordings can not be schedule at this time messages....

Yep, still having problems with not being about to retrieve search results and recordings can not be schedule at this time messages....

Re: U-Verse TV Web Remote Access

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Aug 30, 2013 5:54:01 PM
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Explorer
My WRA search feature is still having problems; failed message received. I've called ATT re this problem. See msgs # 23 and 25 above. Maybe if enough people call them, they'll do something. Right now they're at a snails pace in fixing this.
My WRA search feature is still having problems; failed message received. I've called ATT re this problem. See msgs # 23 and 25 above. Maybe if enough people call them, they'll do something. Right now they're at a snails pace in fixing this.

Re: U-Verse TV Web Remote Access

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Aug 31, 2013 10:06:19 PM
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Explorer

8/31/2013   9:49 PM   Just got off the phone with ATT customer support.  I was told that ATT has been working on the problem for two weeks and that they have got some areas up and running and are still working on other areas.  I asked what areas were now up and running, but was told the computer had just gone down so customer support was unable to give me that information.  Yeah right, computer just went down. Sure, you've got some areas up and running.  As of now I am still unable to use the 'search' feature on the WRA.  I am in San Jose, CA if that helps some of you that are accessing this forum and are curious about the possible areas with problems.

 

Also,  to add insult to injury, I have been using the DVR programming on    uverseonline.att.net   which, as of yesterday, has not been showing a couple of regular stations that I have in the U300 package. Gone.  Not there.  I would have to program through the television going day by day, hour by hour.  Unbelievable.

 

What I find very annoying is that ATT can't even put out a notice to their customers that there is a problem that is being addressed.  That would just be a good business practice in my opinion.

8/31/2013   9:49 PM   Just got off the phone with ATT customer support.  I was told that ATT has been working on the problem for two weeks and that they have got some areas up and running and are still working on other areas.  I asked what areas were now up and running, but was told the computer had just gone down so customer support was unable to give me that information.  Yeah right, computer just went down. Sure, you've got some areas up and running.  As of now I am still unable to use the 'search' feature on the WRA.  I am in San Jose, CA if that helps some of you that are accessing this forum and are curious about the possible areas with problems.

 

Also,  to add insult to injury, I have been using the DVR programming on    uverseonline.att.net   which, as of yesterday, has not been showing a couple of regular stations that I have in the U300 package. Gone.  Not there.  I would have to program through the television going day by day, hour by hour.  Unbelievable.

 

What I find very annoying is that ATT can't even put out a notice to their customers that there is a problem that is being addressed.  That would just be a good business practice in my opinion.

Re: U-Verse TV Web Remote Access

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Sep 1, 2013 4:47:17 AM
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ACE - Master
grnfrg - Yes, it does seem to be a work in progress - It looks good, but cannot deliver. I saw an add for a new show on the TV & tried a search on U-verse.com & was very impressed with the results. But, trying to schedule a recording is BROKEN.

First, it required a sign-in, but did not come back to the scheduling screen. Had to do the search again. Then it could not communicate with my DVR.

So disappointing.
grnfrg - Yes, it does seem to be a work in progress - It looks good, but cannot deliver. I saw an add for a new show on the TV & tried a search on U-verse.com & was very impressed with the results. But, trying to schedule a recording is BROKEN.

First, it required a sign-in, but did not come back to the scheduling screen. Had to do the search again. Then it could not communicate with my DVR.

So disappointing.
*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.

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