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- edited 10-18-2018 7:57 AM by ATTCustomerCare
For specific help wireless TV receivers, check out this post:
If you are having issues with:
Rebooting the receiver is the quickest way to resolve most service issues:
Is the receiver plugged into a surge protector? If it is, it may be causing the follow issues:
Plugging the receiver into a wall outlet, in some instances, can resolve most picture disruption issues. If you must use a power strip, use the surge protectors that are designed for high powered electronics.
Make sure all connections (wall to receiver, receiver to TV) are placed firmly into the receiver. If the cables going from the wall to the equipment are damaged, feel free to contact us here.
Note: If you are using a 3rd party switch to connect the receivers, remove it and test. Some switches have been known to interfere with the signal.
To avoid loosing your saved programs, perform the Non-Disaster Recovery for DVR/Receivers:
If you are still experiencing issues with you DVR after that, perform a Disaster Recovery on the device.
Disaster Recovery for DVR/Receivers:
WARNING!: Disaster Recovery steps will cause your DVR to lose all pre-existing data such as: Recordings, Parental control settings, Aspect ratio settings
AT&T Community Specialist
AT&T Customer Care
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Solved by: Go to Solution.
01-24-2017 9:27 PM
Here is my goal fix these problems without having to erase all of my recordings or replace DVR again. Any suggestions of what's going on? @ATTCustomerCare
Problem/symptom #1 appeared about 10 days ago
Problem/symptom #2 I noticed a few days later while trying to diagnose
Problem/Symptom #3 a few nights ago
Equipment in use:
Pace IPH8005 dvr connected via ethernet
Arris NVG589 RG fed via ethernet single pair
2x Moto VIP 2500 wireless STB
Cisco ISB7000 connected via ethernet
01-24-2017 9:45 PM
@ATTU-verseCare Whoever wrote/edited this guide should be fired.
01-26-2017 6:25 AM
Around the time this started to happen, did anything change? Power loss? New equipment added?
A full reset of the system, modem and receivers may resolve the issues you are having. Also, surge protectors have been known to cause issues and over time, cause permanent damage to the box. If any are in use, remove them and plug all of our devices into a wall outlet.
01-29-2017 3:26 PM
Thank you for looking into this.
01-30-2017 6:33 AM
We are glad to see it is getting better. If still having issues, we may want to try to change the DVR to a different DVR type.
With a surge protector, just like any piece of equipment, it can go bad. So if one of the outlets on the surge protector is defective, or has some corrosion on it, you may notice some power issues. We just suggest removing it for troubleshooting purposes, and it shortens the chance of error by removing additional equipment.
01-30-2017 12:07 PM
I am still having issues, as I stated.
01-30-2017 12:13 PM
The fact that a non-destructive disaster recovery fixed your issues, but only for a while, leads me to believe that your DVR's hard drive is failing. Maybe not, but that's the way I'd bet.
Bad surge protectors, that are providing no surge protection, can still pass power. And surge protectors that are still providing some surge protection can introduce RF noise into the line.
01-31-2017 7:57 PM
02-01-2017 8:30 AM
at least 4 times a day the tv will freeze up and then switches to a blue or fuzzy screen? After it does this we have to reset everything!!!!! Next all recordings are gone and has not recorded anything new? When I log into my account I have a note that says DVR has reached maximum capacity but there is nothing on it??????
If this doesn't get resolved will have to cancel att not worth the money I have to pay every month to no have it work. Should get reimbursed.
04-17-2017 8:53 PM
04-26-2017 8:24 AM
My TV programs are frequently interrupted with a message that states that U-verse service signal has been lost. The message states to try rebooting of the TV receiver after, first, checking to see if the problem exists on other stations. Also states that if the TV receiver rebooting doesn't work, then to try rebooting the "gateway". I have tried both of these; sometimes they work and sometimes they don't. If I do nothing, the program will come back on after a few minutes, but then it will happen again in 2 or 3 minutes or maybe after 2 or 3 hours. This is very annoying and has been going on now for several weeks. It caused me to miss some exciting minutes in NCAA tournament basketball games recently.
04-29-2017 4:21 PM
For some reason all my episodes of The Walking Dead and several different movies are all gone. They were all recorded as they played on TV and not on ON DEMAND. I have noticed occasionally that a movie or show was not on the DVR and thought maybe someone deleted it, but it is not the case. I am not even close to running out of room on the DVR either. There is 87% storage space available on the DVR, so I know it was not deleting them to make room. The DVR is only eight months old as well, so it should not be due to age. And no, I do not do a lot of record and delete causing a bunch of fragmented files. Is this always going to happen? I thought that the DVR was suppose to replace a VCR. At least when I would record on the VCR I had the tape and could watch it anytime for as long as I own the tape.
05-15-2017 6:51 AM
Check out this article on this thread. It may help resolve the trouble you are having. Step 2 is one to focus on.
09-26-2017 9:48 PM
Seen your post, albeit (is that really a word?) a year and change later.
Just want to assure you that you are not the only one. Constantly have issues, calling support is demeaning because they will insist you go through their steps and after all of the steps, which you've already done prior to the call (actually, I get my dog to do them), you finally get to the get a tech out there part where they give you a 4 hour time frame.
Power outage and once again, recordings are missing and 1 tv doesn't work.
And yes, my $400 reward visa -- NOPE, NEVER GOT IT. I GOT SENT AROUND TV, INTERNET AND PHONE AND MOBILE AND SPECIAL REWARDS DEPT THAT DOESNT REALLY EXIST SEVERAL TIMES .
Oh, can't forget NOT GETTING MY MILITARY DISCOUNT EITHER, which was part of my decision process. Of course, watching PBS this week proudly presenting Mr Burns yet another version, has brought back wonderful memories and understand why I didn't get my military discount -- no such thing with att.
So, I understand the pain. And when I went to att place and asked how I could save some money recently -- ATT HAS ALL OF our ACCOUNTS, THOUGHT IT Would SAVE ME money but no -- I can save $100 by going w direct tv -- part of att machine.
I CAN SAVE A LOT OF MONEY, GET STUFF THAT REALLY WORKS AND IS MORE RELIABLE WITH BETTER SERVICE FROM 2 DIFFERENT COMPETITORS, COMCAST BEING One Of THEM.
09-29-2017 11:56 AM