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Re: Guide only says "Getting information"

Contributor

Guide only says "Getting information"

The past couple days, the guide on our U-Verse TV will only say "Getting Information." We have reset and unplugged our modem multiple times and the problem still isn't resolved. This is extremely frustrating.
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Message 1 of 20
ACE - Expert
Solution
Accepted by topic author
Accepted by ashleydeanne
‎11-23-2015 3:30 PM

Re: Guide only says "Getting information"


@ashleydeanne wrote:
The past couple days, the guide on our U-Verse TV will only say "Getting Information." We have reset and unplugged our modem multiple times and the problem still isn't resolved. This is extremely frustrating.

Have you done a Whole House Reboot?

 

Unplug everything, RG, DVR & STBs.  Wait 30 secs.

 

Plug RG in first.  Wait for all lights to become functional.

Plug in DVR next.  Wait for it to start working.

Plug in STBs next.

 

Let us know.

Award for Community Excellence 2019 Achiever*
*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.
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Message 2 of 20
Contributor

Re: Guide only says "Getting information"

Thank you so much, that worked for me!
Message 3 of 20
ACE - Expert

Re: Guide only says "Getting information"

A WHOLE HOUSE REBOOT will fix many, many problems. 

 

Besides, if you call the CS number, that's the first thing they're going to tell you to do!

Award for Community Excellence 2019 Achiever*
*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 4 of 20
Teacher

Re: Guide only says "Getting information"

I called CS, and they had my enplug my router and DVR (only) then they remoted in and updated the firmware on my DVR and after that didn't fix it - they sent me a new DVR.  Not watning to lose my shows, I tried your suggestion and it worked great.  

Makes me dislike AT&T for their poor CS troubleshooting and wasting their money mailing me out a new DVR....

Message 5 of 20
ACE - Expert

Re: Guide only says "Getting information"

When in doubt, reboot.

Award for Community Excellence 2019 Achiever*
*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 6 of 20
Contributor

Re: Guide only says "Getting information"

I'm not familiar with all the acronyms. Can you tell me what RG and STB are?

Message 7 of 20
Contributor

Re: Guide only says "Getting information"

I am also not familiar with the acronyms. Can someone help with this, please?
Message 8 of 20
ACE - Expert

Re: Guide only says "Getting information"

RG - Residential Gateway, also referred to as the Modem...brains of the operation.  You have one.

 

STB - Set Top Box (non DVR). You have one DVR....everything else is a STB.  This provides television service.  You can have multiples of STBs, either wired or wireless. 

Award for Community Excellence 2019 Achiever*
*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 9 of 20
Contributor

Re: Guide only says "Getting information"

So if I have 8 boxes I have to unplug each one and reconnect after reconnecting the RGB and DVR?
Message 10 of 20
Contributor

Re: Guide only says "Getting information"

Thanks - worked perfectly!!

 

Message 11 of 20
Contributor

Re: Guide only says "Getting information"

Worked for me!
Thanks
Message 12 of 20
Contributor

Re: Guide only says "Getting information"

yep!

 

Message 13 of 20
ACE - Expert

Re: Guide only says "Getting information"

When in doubt, reboot.

Award for Community Excellence 2019 Achiever*
*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 14 of 20
Highlighted
Contributor

Re: Guide only says "Getting information"

Did the whole reboot thing and still norhing. Modem doesn't seem to sync, keeps blinking. Now what?

Message 15 of 20
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