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squawk1200
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New Member

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17 Messages

Mon, Apr 13, 2020 3:41 PM

Install new Uverse TV box??

A couple weeks ago, the Uverse cable box that controls ONE of our TV's appeared to have gone south. I rebooted it a couple of times as well as rebooting the main cable box to no avail. I called Uverse support, they were unable to reach that box and sent me a new one.

In the meantime, I did a hard reset of that bum box and found that now it works perfectly? I have not yet replaced it with the new box AT&T Uverse sent but it has been working perfectly.

So the question I have (where Uverse support is not taking calls today apparently?) is should I replace the box even though now it is working fine? I question this because I have it connected into my Control4 Smart Home system and it's a royal pain to replace it, and especially with the social distancing, I cannot have my Control4 dealer come out to fix it if I don't connect the replacement box perfectly.

So should I ship the NEW box back? I would love to keep it as a spare since the Uverse cable boxes have been less than reliable (this one is the IPN330HD), although that will apparently incur a $150 charge?

Accepted Solution

Official Solution

davemize

ACE - Professor

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3.6K Messages

3 years ago

If you don't want to replace the old box with the new, you'll have to contact 800.288.2020 to have them reprovision the old box to the account; otherwise, it will likely quit working soon. Your account will have been provisioned with the new box, allowing it to function when connected. It's not a big deal for support to do this.

squawk1200

New Member

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17 Messages

But how do I contact AT&T Uverse when they won't answer? I did call this morning and was unable to connect with an agent to discuss this?

davemize

ACE - Professor

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3.6K Messages

Persistence and Patience. People are getting through, it just isn’t easy. Call centers and techs are short staffed, and call volumes are high.

"Some people without brains do an awful lot of talking...."

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*I am not an AT&T employee, and 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.
squawk1200

New Member

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17 Messages

wow. after almost a half hour on hold, i was connected with some at&t overseas tech who was clearly on the tail-end of a dsl connection on his voip phone. he said he did not see a work order in the system to disco the current box (presumably based on mac address), so he suggested *HOPING* that the old box would continue to be fine. he could not transfer me to his supervisor or anyone else. yes, short-staffed, pandemic, understood, but i would think that at&t could at least elevate service beyond marginally acceptable using phones that were better quality than 1970's voip.

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