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A

New Member

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4 Messages

Tuesday, January 12th, 2021 12:08 AM

set-top-box-does-not-match-the-account-settings

new wifi receiver and I get the above message.

Can I fix this myself or do I need an ATT rep?

ACE - Professor

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3.7K Messages

3 years ago

You can try restarting your entire system. Start by unplugging the gateway, the Wireless Access Point (WAP), DVR and all receivers, leaving them unplugged for at least 30 seconds. Then, reconnect the gateway and allow it to fully restart; can take several minutes. Next, reconnect the DVR and allow it to fully restart. Then reconnect the WAP, any *wired* receivers and finally any *wireless* receivers. If this doesn't resolve your issues, contact 800.288.2020 and as support to reprovision your receiver to your account.

New Member

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4 Messages

3 years ago

thanks, Dave...will try it - After the football game!:)

ACE - Professor

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3.7K Messages

3 years ago

@amsonntag  Any luck with this?

New Member

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4 Messages

3 years ago

 No-Go, Dave

I'll have to call support when I get some time.

Thanks,

Andy

Scholar

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602 Messages

3 years ago

That message appears when you try to activate the new box before the activation date(which can sometimes be days later then when the box arrives).  Once you do that the only way to fix it is to call in and get them to manually reconfigure the correct serial #'s for boxes.

It also appears if there is something wrong with the model/serial #'s on the old box when they try to swap the new box in, and again requires calling.

and pray you get a tech support person who knows what they are doing or it takes an absurdly long time for them to figure it out.

New Member

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1 Message

2 years ago

Same problem here -- moved to AT&T fiber May 2 and it has been nothing but one problem after another!  I'm about DONE with this ridiculousness.  I've done everything suggested and still get same message - can't watch U-Verse, can't watch ESPN+ and I'm in day 2 of this.  Tech coming tomorrow, and all I can say is it better get fixed!  

New Member

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20 Messages

1 year ago

Same issue. It been 14 days still having the same problem.

Scholar

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602 Messages

1 year ago

@hcanergocmus 

Was this a replacement set top box? What model#?  You need to provide more details if you'd like help/suggestions from community. 

New Member

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4 Messages

1 year ago

Support will enable it over the phone.   I guess its their way of making sure you pay for each receiver you are using.

New Member

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20 Messages

1 year ago

Receivers were free. I just returned the old ones.

I easily spent 1.5 hours on the phone but no solution. 

They are sending a technician. :(

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