dunlopl's profile

Tutor

 • 

2 Messages

Thu, May 11, 2017 12:17 PM

Closed

Camera not recording

My camera has not recorded since April 18th and I called and was on the phone with the tech for 40 minutes and she still couldn't help me.  I asked her to send someone out and she told me if they did, I would be charged a fee eventhough I have the technical support fee I am paying monthly. I asked to be let out of my contract and she said she could only give me a partial credit for the days the camera is not recording and this is unacceptable and defeats the whole purpose of having cameras.  So needless to say my camera still has not recorded since the 18th.  I am going to the BBB and make them aware of your services and plan to go on the website and put a bad review, but thought I would try sending this message first before doing so.  I don't know what else to do.  I was attacked at my home in October and got your service after that and since I am unable to record now, it does me absolutely no good.   Any assistance you can provide will be helpful before I proceed further. I will notify corporate next then the BBB and start writing bad reviews if I can not get this resolved.

Tretiree

Guru

 • 

464 Messages

5 y مضت


Just curious, is your camera look this one
The first generation - Sercomm OC821
https://www.lowes.com/pdf/OC821%20Outdoor%20Manual_FINAL.pdf
( I know this is an incompatible lowes camera but they look the same


Or like this 2nd generation: OC432
http://www.ebay.com/itm/Sercomm-OC432-HD-Wired-POE-Indoor-Outdoor-IP-Security-Camera-Digital-Life-Ir...Smiley Frustrated

i have 2 of both. AT&T has replaced at no charge the first OC821 camera 3 years ago, I just got off the line with their support because the replacement is now not working. They are sending a tech out. Contrary to what you may hear, if it is not working, AT&T will replace.

Tretiree

Guru

 • 

464 Messages

5 y مضت

I also talked with AT&T support also for about 40 min. They gave me the same story about a trouble that was going to take a few weeks to resolve. The issue with the no recording is lumped with the delayed recordings issue. The first generation camera (OC821) is the camera that will not record for me for weeks at a time. The Sercomm OC432 is better but I still have delayed recordings on it. Both are obviously an issue but the first generation (OC821) is a very problematic camera.   AT&T replaced the first OC821 I had 3 years ago without charge. I have an appointment 2 weeks into the future for them to come out to address. The techs are responsible to fix either way.  I know this is frustrating for people to have to help troubleshoot these issues, and to allow time to schedule and meet these techs .  But since I am retired I will make sure I get a fix and see if I can glean any info about this issue.  I spent 20 years troubleshooting high speed circuits for AT&T so this has peaked my interest.

directv_123

ACE - Guru

 • 

908 Messages

5 y مضت

This isn't a camera issue; it's a problem with their infrastructure.

They've acknowledged it in this forum multiple times.

They now claim it's a 'feature' and a result of 'maintenance', and that cameras are not guaranteed to show recordings in any given time frame.

 

Great, huh?

Tretiree

Guru

 • 

464 Messages

5 y مضت

Here is what I know, I have 3 indoor cameras and 4 outdoor cameras. 2 of the indoor cameras are pointed outside, they work perfectly. (But they have no infrared so they only work with light) They record each time for the exact time, and the recording is available immediately. They have never not worked. So no network problem for the last 4 years on those.  The outside (wifi) cameras are a different story. I have 2 of the OC821 cameras that have had every problem that people have described here. Sometimes the camera does not record motion, sometimes it delays posting videos, occasionally it only records when a vehicle passes in the street. Sometimes it records when 2 people pass by it but ignore a UPS man delivering a package at the door.  My point is there is likely a network issue but there are other issues. If I have one outside camera working fine on one end of the house and another not, then I would not conclude it was not a camera issue. Which is why I was looking to find out WHICH camera this poster had issues with. I do not think the OC821 cameras will ever work consistently even if network "issue" is resolved. 

Need help?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.