How many HD programs can I dvr and also watch HD tv?

Tutor

How many HD programs can I dvr and also watch HD tv?

I have one HD tv and 3 SD tvs.  I've noticed lately (last month or so) that we're not able to record in HD and watch HD, we get a message that all HD services are in use.  Prior to this happening we were able to set the dvr to record on an HD channel and continue to watch any HD channel...

 

Streams: 3 SD/1 HD (WAN); 3 SD/1 HD (Ingress)

Bandwith cap: 26960400 (WAN); 16986800 (Ingress)

Egress Profile: 2000000, 0SD/3HD

 

Any help would be greatly appreciated.

 

Thanks!

Message 1 of 10 (1,443 Views)
ACE - Expert

Re: How many HD programs can I dvr and also watch HD tv?

Let's break this down:

 

Streams: 3 SD/1 HD (WAN); 3 SD/1 HD (Ingress)

 

A total of 4 streams can enter the home, only one can be HD.  Your DVR can only accept one HD stream at a time.  This configuration is the source of your issue.

 

Bandwith cap: 26960400 (WAN); 16986800 (Ingress)

 

You seem to be on the 25/3 profile between the VRAD and your RG.  It's my understanding that people on the 25/3 profile should always get 2 HD streams and 2 SD streams.   This is something to ask AT&T about.

 

Egress Profile: 2000000, 0SD/3HD

 

Up to 3 streams can leave the DVR for other TV receivers, all 3 of which can be HD.  Since your other sets are SD, this doesn't do you a bit of good.

 

Please 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 ask them why you're on a 3SD/1HD configuration. You can expect a reply via return PM (the blue envelope envelope in the upper right hand corner of this site) 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.

 

If you want to look into this some more while you wait, if you have a 2WIRE RG (3600, 380x, or i3812), Please download UV Realtime, 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 10 (1,429 Views)
Tutor

Re: How many HD programs can I dvr and also watch HD tv?

Thanks so much for your reply. I will definitely send a message to the Customer Care Service Link. Some of what you wrote is a bit foreign to me... "You seem to be on the 25/3 profile between the VRAD and your RG" not quite sure what that means. I will also try to download the UV Realtime so I can post the screenshots you mentioned. I'll keep you posted.
Message 3 of 10 (1,364 Views)
Tutor

Re: How many HD programs can I dvr and also watch HD tv?

Ok, downloaded the UV Realtime and here are the screen shots.

 

Message 4 of 10 (1,357 Views)
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ACE - Expert
Solution
Accepted by skeeterintexas (ACE - Master)
‎09-30-2015 1:39 AM

Re: How many HD programs can I dvr and also watch HD tv?

[ Edited ]

Okay, yes, you are on a 25/2 profile.  This means that the communication link between your RG and VRAD can carry as much as 25 Mbps (megabits per second) from the VRAD to the RG, and 2 Mbps from the RG back to the VRAD.  That 25 Mbps can be used by IPTV, High Speed Internet (HSI) and/or U-verse voice (if you have it).

 

You are on that profile because (a) it's sort of the default rate, and (b) your line doesn't appear to be good enough for a faster rate (your max rate is only 35,491 Kbps and would need to be 40,000 Kbps or better to support the higher profile: 32/5.)  The estimated distance due to attenuation is 2300 ft, which is at the edge of where users can get 32/5.  Your error counts look good, but with only 1 HD channel, you could only be stressing it with HSI usage and that's hard to sustain at high rates.

 

But, back to your original question.  32/5 profile users can now get 4 simultaneous HD channels.  25/2 profile users should get 3 HD/1 SD.  You're getting 1 HD/3 SD, which is what 19/1.5 profile users were originally stuck with, but I think even they get 2 HD/2 SD now.

 

So, hopefully the support team gets your PM and just fixes you right up.  Please let us know that they've fixed you up, or whatever else may happen.

 

 

 

 

*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 10 (1,347 Views)
Tutor

Re: How many HD programs can I dvr and also watch HD tv?

Thanks so much.  I'll keep you posted on my PM to Customer Service.

Message 6 of 10 (1,338 Views)
Employee

Re: How many HD programs can I dvr and also watch HD tv?

I would recommend a tech visit, there us a bridge tap on inside wiring about 25-50 feet from RG....are you a MDU condo or apartment...removing tap will improve SN margin and max sync rate, should lower loop length allowing for profile change if can obtain right numbers. The higher profile, as mentioned, would allow 4HD inputs and higher internet speed if willing to pay for Max Turbo.

my observation is based on gap from 4800 to 5500 with left hand check mark.

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.
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 10 (1,322 Views)
Employee

Re: How many HD programs can I dvr and also watch HD tv?

Hi @JRug728 

 

We have received your Private Message and we'll be glad to get this issue corrected for you. 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 8 of 10 (1,307 Views)
Tutor

Re: How many HD programs can I dvr and also watch HD tv?

Thanks Morgan

I checked the settings today and they have been changed like you stated in your PM.  I was able to record an HD program while continuing to watch an HD channel.

 

Message 9 of 10 (1,277 Views)
Employee

Re: How many HD programs can I dvr and also watch HD tv?

You're very welcome, I'm glad I could help. Thank you for joining the AT&T Forums! Feel free to check back here if you have any other questions or issues and we'll be glad to help. 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 10 of 10 (1,259 Views)
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