madmax988's profile
madmax988
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458 Messages

Mon, Apr 18, 2022 4:16 AM

U-Verse DVR series scheduled recordings are not functioning

Something is wrong with the way series scheduled recordings are working.  Today is 4/18/2022 and my scheduled recordings are only going through 4/20/2022.  The guide is pulling listings properly, since if I go to guide I can see listings until 8:00pm 4/30/22 and it shows just a few second ago having updated listings.  

If I set a recording manually for 4/29/2022 it also appears as normal.  I can see accurate listings for new episodes for series set to only new episodes and old and new episodes for series for series set to tape all episodes, in the normal listings over the next week.  So clearly the 2 systems aren't talking to each other correctly.  It also appears the same for recorded and scheduled without future series recordings past 4/20 in the uverse app on android phone.  So DVR is still feeding data back to server and is up to date.  

I tried rebooting gateway & DVR & set top boxes and that didn't do anything to fix it.  

Without series recordings my uverse tv is going to be a pain to schedule everything manually and then if it suddenly starts working again it'll be stuck with weird double recordings and conflicts.

Anyone got any ideas how to fix this?

P.S.

I forgot to mention it also has another odd problem that started at the same time, where it shows a series recording set to tape later today at a random time that the show doesn't air at, the picture is a show I have programmed as a series recording, but the title and description are what is actually on that channel at that time.

madmax988

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458 Messages

2 m ago

@denirose Was the agent who customer retention transferred you to domestic? Last chance repair is only USA/Canada based.  Last chance repair does usually ask for your phone # at beginning of call and unlike normal tech support there is a non-zero chance they will actually call you back if you get disconnected.  Although the system is also stupid sometimes and even if you just gave them your number it might call any number you've ever had that's associated with your account.  (after setting up the tech appt. the obnoxious offshore confirmation people calling the wrong # for me that is like the 3rd phone number listed on my account). 

I forgot to mention when asking for last chance repair you have to confirm the customer retention agent understands what you are asking for and you have to make it clear you don't want to be transferred to tech support.  99% of "tech support transfers" just end up in the main phone# Philippines customer support, even if they act like it's tier 2 or some other made up dept.

Also if the customer support agent knows what they are doing, (the more experienced ones).  You can try to request they give you a warm transfer, especially if you mention you previously got disconnected during transfers. vs. a cold transfer where there is no responsibility and they just dial an extension and you hope for the best.

The only thing to be aware of with customer retention is they are trained to try to make you happy and not leave at&t at any cost, and they will stretch the truth to the absolute limit and even make promises that aren't possible, especially if they want you to sign a contract to lock you in for a 1-2 years.  generally you can get almost any discount they offer without signing the contract if you are firm and explain thoroughly how much they have been doing a terrible job and screwing you.  but if they suddenly start promising you things like specific model#'s of equipment or fiber being available...it's a lie.  They can do a lot that normal customer service can't though.  

denirose

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42 Messages

2 m ago

@madmax988 

I did get a domestic agent judging by the unaccented American English, and the loyalty agent clearly heard and repeated a couple of times “last chance repair”. Those two things went right. Also the final agent I reached did ask for and get my phone number. The call audio quality with her was very poor. I had trouble communicating (not a language barrier) and she likewise said it was bad on my end and that all her other calls today were clear. I tried to identify her department and ask her if it was indeed last chance repair but couldn’t clearly hear her answer. She did say technical department and when I asked again to confirm she (a little impatiently) said how can I help you. We had gone back and forth a bit by that point trying to hear each other.  I tend to think I may have got the right person but bad luck with the call. I never heard the term warm transfer before, might try that next time. 

I’m familiar with retention and am on a discount plan now.  I usually get $50 off a month for a year if I call once a year, no contract. Same with my Comcast internet. Never used them for equipment, though.  Probably not a bad idea since my DVR is so old. Haven’t done anything about it cause don’t want to lose my old saved recordings. You know the ropes way better than I so I’ll take your advice. 

madmax988

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458 Messages

2 m ago

@denirose 

If your dvr works do NOT exchange it. 

They are all refurbished so you won't get a newer one. unless your's is an ancient model(like a silver box cisco 320hd).  But if it's is a pace 8005 or 8010(1tb version usually only for fiber installs) those are as good as it gets, the cisco isb7500 is fine too although a little noisier.  There are some motorola models as well, but those are pretty rare in south florida so I don't know their quality.   If you look at the bottom you can see the original manufacture date.  

The newest refurbished ones are originally manufactured 2015.  and I've never managed to get one that had the hard drive replaced(the part that actually matters, and is consumable and eventually will fail).  Eventually when it does you lose recordings, with the way u-verse's system is setup there's no way around it.  

I'm waiting on my technician appointment now.  the 1st tech who called this morning "Justin" was actually knowledgeable and understood that the issue wasn't going to be solved by him and said he'd try to get the right backend team to deal with it without swapping my dvr.  He asked if he could come earlier than my original afternoon appointment, but I stupidly declined and he took another job 1st and then the system reassigned me to a new tech, who hasn't called yet.  Hopefully I get lucky twice, but getting a good tech once is pretty rare so I'm not holding my breath.  

Interestingly Justin acted like he had totally seen problems this and dealt with them.  So these random bugs may be way more common than I realized and just don't get discussed that often on forums, if local techs are seeing them in the wild.  He said they do have departments they can raise issues to in system after coming out, so it might be worth it scheduling an appointment with last chance repair for a local tech.  we will see how it goes for me. 

(edited)

denirose

New Member

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42 Messages

2 m ago

@madmax988 Mine is a Cisco isb7500 and yes, I already lost about a third of my recordings at once. Good luck with your service tech! Hope it’s encouraging. 

madmax988

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458 Messages

2 m ago

@denirose as expected tech couldn't do anything on my end. 

My lines were perfect no errors(the 1st tech Justin told me the system that checks line has been broken a few days ago so that's probably why they couldn't check line remotely).

Tech is just going to write a report to his manager and hope they find a team that can deal with a server issue.  Maybe engineering or something. 

Twitter dm told me if I manage to exhaust ALL possible options they would eventually put me in direct contact with IP-arc team.  

To add insult to injury att sent an "area manager" as well.  She came in a car separately.  Apparently my tech appt had been marked as a new install for some reason (probably to guarantee I didn't get accidentally charged).  And I'm sure her job is just sales and upgrades and to make new customers feel att cares and gives 2 S-words about them.  She was plenty nice but had never touched uverse tv and had no ability to escalate to anyone and clearly wasn't in charge of the technician.

denirose

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42 Messages

2 m ago

@madmax988  What an ordeal. I think you’ve done everything that can be done. I guess we just wait and keep resetting series every two weeks. Or change carriers. I’m sure many more people are calling this in. Most people won’t bother with forums. Or if they do, like me, they generally go searching for answers but don’t go to the trouble of signing up to comment. Hopefully someone at ATT is starting to connect the dots. 

madmax988

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458 Messages

2 m ago

@denirose 

Well I think I may have finally made some progress hopefully.  I spoke on the phone with "Wesley", a social media manager from twitter.    Of course since at&t can never make anything easy and wants to see how many hoops they can make us jump through, he could get IP-ARC to speak to me directly.  BUT he was able speak with them via text chat messages and type everything I said and then wait for responses. 

They allowed him to file it is an official outage report for a service interruption, which apparently he said is a good step.  It will allow other agents to see it and add customer account #'s to same problem.

They also requested a list of customer account #'s who are currently affected.  So everyone having this problem should reach out on twitter. or can try via forums, but twitter will probably faster.  You could try asking for Wesley but I'm not sure that will actually work.  The official outage report probably won't be live for a few hours though since he had to go write it up and submit it. So it might be a good idea to wait until tonight or tomorrow before sending them your account#'s via DM.

lol apparently they claim they had actually been working on my issue since their system showed 316 messages going back and forth between different departments.  That being said Wesley had to once again prove that we'd done all possible troubleshooting and that he really couldn't solve this himself before they would even speak to him and let the problem be escalated.  This seems to happen on every escalation and transfer.

Apparently the ART team(advanced resolution team), which is slightly different dept than IP-ARC had also previously been notified of my issue. 

So hopefully this will finally get our issue in front of the correct team to actually fix the server.

denirose

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42 Messages

2 m ago

@madmax988  I don’t even know what to say. You’re moving mountains! 

madmax988

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458 Messages

2 m ago

Just adding this link here in case anyone needs it, to the original 28 page master thread from 4 years ago when they solved it in midwest.  The original link I posted doesn't seem to work, and it's too old of post to edit.

https://forums.att.com/conversations/uverse-tv-equipment/series-not-recording-uverse-please-own-up/5defedb4bad5f2f606e47f96

madmax988

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458 Messages

2 m ago

@denirose were you or anyone else able to submit your account # to the outage report?

madmax988

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458 Messages

2 m ago

@ATTHelp I hate AT&T!!!  After all that it seems someone went ahead and cut my internet from Internet 50 to internet 24 mbps plan.  After I specifically asked them not to do that and told them I'd rather cancel tv service than be forced onto even slower internet.  The field technician agreed with me it made no sense, since my line quality is perfect with zero errors.  Now I have to deal with getting my service restored.  AT&T seriously is incompetent at every level.  

denirose

New Member

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42 Messages

2 m ago

@madmax988  No I didn’t send my account number. Not really sure how to, or what it will do. I’ve gone through a few phone calls but they didn’t get anywhere. 

24 mbps really? Terrible. So sorry they put you through that. Have you ruled out changing internet providers? I get (up to) 600 mbps download speed and pay $55/mo. Not with ATT. (Just have U-verse.)

madmax988

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458 Messages

2 m ago

@denirose  is that on comcast? last I checked comcast was like $100 for internet after 1st year.   How is your stability on comcast does it go out often? and do you get enough upload speeds for zoom calls and stuff to work properly?

It should be relatively easy to get it set back to 50/10 plan, but who knows how many hoops at&t will make me jump through.  Actually Wesley was able to fix and reset it back to internet 50 for me. 


Talk to them on twitter DM to submit account # to official report, although it's still not 100% clear if they report has actually been distributed to agents yet.  So the agent may or may not know what you are talking about.  I'm talking with Wesley (manager) now on DM to find out the status.  
So Wesley said he got my ticket submitted, and gathered some basic info about problem from forum post.  But the official ticket going out to agents isn't done yet, since it's waiting on his manager who is off sunday and monday so that should happen tomorrow, I'd expect.  
Basically we still haven't gotten the bug in front of a person who can actually program a fix, but at least now there's a possibility of getting it escalated to the correct team.  Obviously the more account #'s that get submitted the faster it raises flags at higher levels and actually gets some time and attention applied to it.   It at least feels like we are making slow progress, better than before when we clearly weren't not progressing through the system at all.  

denirose

New Member

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42 Messages

2 m ago

@madmax988 

I Sent a DM and “my case is now in line to be assigned to an expert who is eager to help.” We’ll see. 

I have Comcast. I am eternally on 12 month promo pricing. Have never paid full price. $55/mo includes all taxes and paperless billing credit. I call them every 12 months and they give me a new promo. No contract. Outages probably every couple of months for an hour or two overnight. Good stability. My son is a heavy gamer and streamer. No issues other than his distance in the house from the modem impacts his speed. Data usage cap is 1.2 TB which I recall is better than AT&T. One of the reasons I don’t switch. 

ATTHelp

Community Support

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192.3K Messages

2 m ago

Hey there denirose, we want to help.

 

Let's meet in a Direct Message to discuss your U-verse DVR. Please check your Direct Message Inbox, which is the chat icon next to the bell icon in the upper right corner of the Forums page.

 

We hope to hear from you!

 

Donovan, AT&T Community Specialist

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