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HD streams

HELP! I've been trying to get this issue resolved for more than 2 weeks. My u-verse account bundle was set to expire on 7/13/14 and I wanted to continue with my current viewing plan, which had been awesome for the past year. I spoke to a sales agent (Brianna in St. Louis) on 7/13 and she assured me my service would be continued exactly as it has been for the past year. I have always had at least 3 HD streams available and have been able to view an HD channel on my main TV, watch a different HD channel on my second TV, and record another still another HD channel via my DVR at the same time.


After my contract was renewed, I am now receiving only ONE HD channel at a time. I've spoken to many, many, many tech support reps and had a technician (Bobby) come to my house on 7/21 to figure this out. I've talked to 3 different managers, including Alex, who assured me the problem was being fixed. Case # is H35049765. Deadline, per Alex, for fixing was 7/29/14. As of today, I still only receive 1 HD channel at a time. Every time I call (and stay on hold for 30 minutes) I am told that my "area bandwidth" only support 1 HD stream and that it has always been that way.


Can anyone help me get back the same service I had all last year????? All I asked for was that my service wouldn't change. I'm ready to cancel and call Bright House.

Message 1 of 6
ACE - Expert

Re: HD streams

I'd suggest that you click this AT&T logoU-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issue. You can expect a reply via return PM (the blue envelope envelope will appear in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.

Maybe you have some line issues you're not aware of.  Have you ever run UV Realtime?  If you have a 2WIRE/PACE 3800, 3801 or 3812 RG, install it, run it and post screenshots of the IP/Profile tab, Bitloading tab, and Error Table tab.

To post screenshots in the forum, reply to this post and use the Insert/Edit Image button (it looks like a tree) in the post editor. One of us will look at your information and let you know what we think.

*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 6

Re: HD streams

Thank you ... I've taken your advice and sent a PM. Let's see if I get better response than with the phone support folks!

Message 3 of 6

Re: HD streams

Has anyone noticed how every post about a technical issue or complaint gets the exact same reply from an AT&T employee telling us to "click here and send a private message" for a quicker response? Do none of these AT&T employees have actual training or experience in how to help someone? I was hoping for better customer service through this community site than I was getting over the phone, but it seems to be the same-old, same-old company line.


Whatever happened to actual customer service representatives?

Message 4 of 6
ACE - Expert

Re: HD streams

The people (like myself) who make those replies are:

  1. Not AT&T employes, and
  2. are doing so when you need to get to an AT&T employee who can either lookup and/or change information on your account, or dispatch an installer, as we (not being AT&T Employees and having no access to their computer system) cannot.

If your issue is one that can be resolved by you (instead of by an action by AT&T) then we attempt to help directly.  But I want to thank you for appreciating our efforts to help you.

*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 5 of 6
Community Support

Re: HD streams

Hi jackiegib,


I am so sorry about the issues you are having with your TV service. We have received your message and look forward to working with you to get this issue resolved.


-David T


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.
Message 6 of 6
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