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Fee to upgrade DVR to VIP 2250?

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Fee to upgrade DVR to VIP 2250?

I've been a Uverse customer for over 3 years and still have my original DVR, a Motorola VIP 1225. I am interested in upgrading to a model with a larger hard drive so I called to inquire if this would be possible. I was told that there would be a one time charge of $105 in order to upgrade to a model with a larger hard drive. I declined since that seems excessive to me. Having to pay to upgrade from 3+ year old technology seems a bit odd to me when I assume new customers get the new models when they sign up. Shouldn't long time loyal customers be the ones getting perks like this? Has anyone else successfully upgraded to a DVR with a larger capacity? Did you have to pay in order to do so? I subscribe to the U300 level of TV service and the Max Plus level of internet if that makes any difference. Thanks in advance for any feedback.

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Message 1 of 22
Employee

Re: Fee to upgrade DVR to VIP 2250?

Hi Sacto23,

 

My name is Morgan, I'm one of the U-verse Community Specialists and I'll be glad to assist you with this concern. I'm going to send you a Private Message to gather your account info and discuss the replacement options for your DVR. Keep an eye on the blue envelope on the top-right hand corner of this page and you'll see my message there. Thanks! 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.
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 2 of 22
Highlighted
Guru

Re: Fee to upgrade DVR to VIP 2250?

You could wait for it to start acting up like I did and scheduled a replacement and to have the 2250 on the truck or pay for it. I would do the former and just say the 5.1 is acting up and your getting freezing issues. The 2250 rocks! Good luck!

Message 3 of 22
Professor

Re: Fee to upgrade DVR to VIP 2250?


antman_2 wrote:

You could wait for it to start acting up like I did and scheduled a replacement and to have the 2250 on the truck or pay for it. I would do the former and just say the 5.1 is acting up and your getting freezing issues. The 2250 rocks! Good luck!


We've had our VIP1225 for just about 5 years now. It's been a little funny once and awhile, but I expect these to last quite awhile. I'm still waiting for the day we get a VIP2250 lol. I assume we got a brand new first batch of the VIP1225.

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Message 4 of 22
Contributor

Re: Fee to upgrade DVR to VIP 2250?

My VIP1225 starts making loud snapping/clicking sounds on the TV after being on a long time. Never predictable but usually stops after I turn it off for a while. VERY annoying. Would replacing it with a VIP2250 solve my problem? This is the fifth or sixth VIP1225 I have had in more than 10 years of service.
Message 5 of 22
Employee

Re: Fee to upgrade DVR to VIP 2250?

Replacing the dvr will solve issue, either another 1225 or 2250
Some have original 1216 or 1225 for 5 years, others will go thru 3 in a year.

People also have problems with 2250 dvr needing replacement.

Options call or chat for replacement RG, may be direct shipped will get either as possibilities.
If specific request upgrade charged $105 by system, either way will need to return current dvr by UPS.

May request tech visit, this 4 hour appointment window, tech will check inside wiring, replace DVR and take original back with them. If request DVR upgrade during tech visit charge is $50. Most techs also include new remote with replacement.

As Uverse in original markets are from 2006, 2007 you have not had service for 10 years, just may seem like it.

Merry Christmas to you and yours,
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 6 of 22
Employee

Re: Fee to upgrade DVR to VIP 2250?

Hello @Dmcguirehome 

 

My name is Morgan, I'm one of the U-verse Community Specialists. I'm sorry that you've had continuous issues with multiple DVR units but, I'll be glad to help you 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

 

- 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.
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 7 of 22
Tutor

Re: Fee to upgrade DVR to VIP 2250?

Hello Morgan,

 

I currently have a motorola vip1216 DVR. I recently upgraded my av receiver and dvd player and now i use an HDMI cable on all devices. When a station does not broadcast in 5.1 the audio skips and i have to change the audio digital option from surround to stereo. my dvr is outdated. why should i pay more $$ when i am currently paying a monthly fee already for uverse. I feel at&t should provide a dvr/stb that does not have issues. 

Message 8 of 22
Employee

Re: Fee to upgrade DVR to VIP 2250?

Assignment of DVR is based on TV package subscribed to, and market availability.
Initially, in Motorola markets, had standard (1216) and large (1225), in late 2011 another large DVR was added the 2250.

All three are still currently being issued based on package and availability.
Those on the Ufamily or U200 packages are assigned the standard 1216.
Those on u300, grandfathered u400, or u450 are assigned the large DVR (1225 or 2250)

Customers may request DVR upgrade, ie u200 wanting large DVR but not wanting to move to higher more expensive IPTV package may pay $105 (compared to $15 monthly increase from u200 to u300).

For customers on higher plan should have large DVR (1225 or 2250).
Selection is based upon what is available in warehouse, if shipped, or on techs truck if request service call.

Depending on your situation recommend calling or chatting for DVR replacement, all recordings will be lost but future recordings list will be kept.

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 9 of 22
Tutor

Re: Fee to upgrade DVR to VIP 2250?

i did chat and call. i still do not undersand why i have to pay to correct an at&t problem. the dvr vip1216 should compensate for the audio being transmitted.. if it cannot then it is outdated and at&t should replace it with a model that processes clear signals. i was contemplating on upgrading to the u450 for a few months to get a vip2250 but it appears as though i may not even get one with the high end channel line up according to your prev post.

Message 10 of 22

Re: Fee to upgrade DVR to VIP 2250?

This whole issue can be solved by enabling the USB port for an external hard drive. In an era where a 2 Terabyte hard drive can be had for under $100, it is insane that DVR storage is an issue for anyone!

Message 11 of 22
Tutor

Re: Fee to upgrade DVR to VIP 2250?

The amount of storage is not the issue. i could care less how many hours i have available for recording. The audio is the issue. I like to watch ION and not all of the shows are broadcast in surround sound.This is not the only channel that does not broadcast in 5.1 surround. there are others.  I have to change the audio digital from surround to stereo each time because the audio breaks up if i am using surround sound.

Thank you, however for the comment.  

Message 12 of 22
ACE - Professor

Re: Fee to upgrade DVR to VIP 2250?


Razmatazz wrote:

The amount of storage is not the issue. i could care less how many hours i have available for recording. The audio is the issue. I like to watch ION and not all of the shows are broadcast in surround sound.This is not the only channel that does not broadcast in 5.1 surround. there are others.  I have to change the audio digital from surround to stereo each time because the audio breaks up if i am using surround sound.

Thank you, however for the comment.  


 

 

Here's an idea:

Call tech support and tell them of the issue. If they refuse to waive the fee, threaten to return ALL your equipment in favor of another provider. If that doesn't work, maybe the retentions people can offer something.

 

If it does work, monitor the next bill. If it has the swap fee on there, call the retentions people and politely remind them that they promised the swap fee would be waived.

 

 

I understand the logic behind a swap fee. The equipment has to be returned via UPS or whatever and someone has to pay for it. When it gets to the storage area, it has to be processed back in the system, wiped of all data, etc. Obviously, an employee has to do that. Maybe several. Someone to unload the truck and put it on a conveyor belt or whatever and maybe someone else to wipe the box.

 

But...if the equipment FAILS and can be proven to have failed, the swap fee should be waived. No customer should ever have to pay for faulty equipment they do not own...unless, of course, the fault was customer-created, such as inserting a larger hard drive, dropping it out a window, drink spillage, etc.

*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 13 of 22
Tutor

Re: Fee to upgrade DVR to VIP 2250?

Thank you for the suggestion. I am going to call AGAIN tomorrow.

Message 14 of 22

Re: Fee to upgrade DVR to VIP 2250?

I just got off the phone with tech support. I have a vip1225 that continually has to be reset because of HDMI connection errors or I get a gray snowey screen and have to go and hard reset the stupid thing. It has been replaced for the same issues already. The refuse to replace with the vip2250 without charging me. They already increased the monthly charge for these from 7 to 8 bucks a month. I have had Uverse service for around 5 years now and this is just ridiculous how they treat current customers. My neighbor just got uverse 300 and he got the 2250 dvr. Why do I have pay an upgrade fee? Well my commitment to ATT expires on the 29th of this month. I probably will no longer be an att customer

Message 15 of 22
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