- edited 02-09-2018 8:52 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:
We recommend plugging our devices directly into the wall. If you must use a power strip, use the surge protectors that are designed for high powered electronics. Not doing this may result in:
Make sure all connections (wall to receiver, receiver to TV) are placed firmly into the device. If the cables going from the wall to the equipment are damaged, feel free to contact us here. Also, some of our members use 3rd party switches to connect the receivers. We recommend removing these switches and testing without them. In some instances, this resolves the trouble our members are having.
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
If the previous steps have been exhausted and the TV receiver continues to malfunction, please contact us. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.
AT&T Community Specialist
AT&T Customer Care
Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
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Solved by: Go to Solution.
11-04-2016 2:03 PM
12-02-2016 7:02 PM
For the second time in a few months I am having saved recordings being deleted without any human intervention. Last time this happened I ended up getting a brand new DVR from AT&T after all else failed. In my mind this must be a software issue. I currently have over 80% space available so I am not running out of space forcing recordings to be deleted. This is so frustrating especially considering I am paying for the 450 channel plan. Anyone else having this issue? Any ideas on how to resolve it?
12-12-2016 3:14 PM
For the past 2 months I have had the problem of the tv picture freezing. We have 3 TVs, 2 connected via wireless receivers.
ATT Customer Service sent a technician to our home on 3 different occasion. They have replaced the gateway, all receivers and the small narrow WIC box. All 3 told me the outside cable and junction box are good.
I just finished speaking with Customer Service and once again, they're sending a technician out tomorrow. I told them I want to go to wired receivers.
Any suggestions you might have would be greatly appreciated.
ATT Uverse account Number: 112489641
Cell Number: 281-723-1301
12-14-2016 5:32 AM
Sorry to read of the trouble you are having. By chance is the modem plugged into a surge protector? What about the receivers? Surge protectors and power strips have been known to cause pixelation and freezing.
Also, what is around the modem? Any electronics? Speakers? Same goes for the Wi-Fi boxes.
12-15-2016 1:18 PM
ONe of my tv's has "getting information" next to all the channels instead of the name of the show on at that time.
Another tv has a new format when you press the guide button. The choice of local, sports, news, variety and entertainment are no longer listed. It is another list.
Both of these changes have occurred in the last week to 10 days. How do I restore these two tv's to the other format?
12-17-2016 7:02 PM
- edited 12-19-2016 8:12 AM by Taylarie
Hello, I am receiving a red x1on my main cable box. My name is Linda *****
act.# ***** my phone is
***** and the best email address to reach me at is [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
12-19-2016 9:13 AM
I'm having the same experience. I set my shows to not erase until I erase them. I will see the show in my list of recorded shows and then the next time I look it is gone. I checked to make sure it was set up correctly and it was. It just disappeared. This has happened multiple times. I've had no luck with AT&T resolving my issue.
12-20-2016 7:50 AM
12-29-2016 1:01 PM
Coupe weeks ago our DVR died. ATT sent a new one. During the initial installation of the new receiver/DVR, we had a very brief power outage. Once the power was restored the unit never was able to connect to the U-verse service. All diagnostics produce an "OK" but still no connection, even though the LINK light is green. Did the power outage mess up the initial boot sequence? The on-screen message we get is: "Your TV receiver is temporarily unable to connect to the AT&T U-verse TV service" The unit attempts to re-connect at least 20-30 times per day (for 2 weeks now) but no joy. Did the power interuption during the initial boot/installation sequence mess things up?
12-31-2016 3:32 PM
Yes, power outages can affect the equipment. If your area is prone to them. we recommend purchasing an ISOBAR surge protector.
12-31-2016 5:36 PM
01-03-2017 11:45 AM
I am having my DVR recording problem in past 3 months and I called the technical support 800 number 3 times but the issue keeps coming back. I even followed the troubleshooting process in the channel 411 almost every few days but the issue is still exist.
The issue is that I could not record and playback the program at all or sometimes it could only recorded part of the program and then stopped.
01-20-2017 6:30 PM
Visit these related resourcesView U-verse Troubleshooting!
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.