01-22-2014 9:37 AM
New U-verse sub here.....pretty unhappy at the moment
The issue I am having is that when I go to the recordings-series screen, most of the entries show "Getting information" as their name (still shows the channel name). The name never gets filled in.
The support tech I talked with had a hard time grasping the issue, and yes the gateway was rebooted.
I called support today for a internet connectivty issue and was told that this is a "KNOWN" issue, and I can see as far back in this community as August 2013, but not much else about it. Does anyone else have this issue and is it related to the gateway?....Tech told me that this was a provider issue, but it really makes it almost impossible to set up my recordings....
I have NOT been given any information on a fix or a timeframe for a fix.
01-22-2014 10:11 AM
01-22-2014 12:10 PM
01-22-2014 6:04 PM
I have rebooted and restarted everything more than once. I called tech support again tonight and while claiming NO information about my call to tech support at 8:52 AM today. She again rebooted the RG and had me reboot the DVR. After more than a hour on the phone she escalated the ticket and advanced support wants to send a tech out tomorrow to trouble shoot the issue. I have spent around two hours on the phone today.....
My problem is that in addition to the 2 hours today on the phone today. I must wait for a tech tomorrow from 8am-12pm. I am thinking they may just pick all this stuff up and get out of my house at this point.
01-23-2014 10:23 AM
01-23-2014 10:27 AM
It looks like to me that the problem was that the DVR was not properly associated with your account, i.e. the thing that caused him a problem swapping it out also caused the behavior that required him to swap it out in the first place.
I actually have the "Getting Information" happen on what I think are some very old Series recording setups, but the DVR otherwise functions correctly.
01-28-2014 6:05 AM
01-28-2014 12:30 PM
Well I spent a hour on the phone today getting through tech support, and to my surprise they dispatched a tech ASAP. He was at my house within a hour of getting off the Phone, and he spent 3 hours here trying to correct the problem. He first noted that I had errors cropping up that were usually a port problem. He swapped the ports and the issue still persisted. After chatting with Tier 2 support and trying to reprovision, reboot the dvr and other various things the problem still persisted. They decided to replace the Gateway...and it still persisted after that had been done.
While all that was going on I noticed that I could delete the series and then arrow over to it in the guide and if I hit the record button twice it would populate the series name correctly, but if I used the search function it would not. The Tech then wanted to see how far out the guide was populated. Only a few days....everything showed "getting information" out just a couple days. I then found that I forced the guide to populate by using the fast forward button on the remote and leaping ahead a day at a time. I could see that the guide was populating as I fast forwarded out to the end. It would go from "getting information" to the proper show name. I also had to page down and over to make it happen for my HD recordings. After doing this all the show names were properly populated in the series manager screen.
The Tech believes that it is a product of all the updates that were done last week, and that the guide is for some reason not getting updated as it should. This is a server side issue, and not related to any home equipment or lines. His manager is going to try to escalate it up as a bug that needs to be fixed. I at least for now have a work around.
06-24-2014 6:02 PM
06-25-2014 12:11 PM
06-25-2014 3:25 PM
@carlking2 , so you have the new TV2 software version as well.
When did you notice it, and, if you don't mind saying, where are you located (city/state)?
It appeared Last Thursday (5/19) on all by boxes.....I noticed it immediately because of the bright white highlight outline on the grid guide. I am located in Liberty, MO which is a suburb of Kansas City, MO.
06-25-2014 4:36 PM
Everyone that I've heard from so far that has the new software is in the Kansas City area.
Having service trouble? There is an app for that! Use our troubleshooting tool or text myATT to 8758 to download the app on your device.It allows you to troubleshoot in the palm of your hand - quickly and easily!You will also find some helpful articles below.