Mentor
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54 Messages
SERIES NOT RECORDING - UVERSE PLEASE OWN UP
If you review this forum you will see that a number of us have been experiencing the same issue/problem all starting around July 1 - series recordings that we have had set up suddenly stop recording, don't show up as scheduled to record and when attempt is made to reschedule the series (cancel existing instruction and then set up again - any day, any time, first run only - the system sets it up for maybe two episodes and then doesn't continue.
I've seen (and done) all the reboot suggestions but since this seems to be a widespread issue it is unlikely that on their own our individual dvr's or gateways decided to pick up this quirk. While the suggestions to resolve may be the same this is almost certainly a result of some system change/issue on AT&T's end that affected some of the U-verse customers. Could you please just acknowledge what happened that might create this issue and what steps you - AT&T - are doing to resolve it? We can unplug and reboot til the cows come home but if you don't recognize that you seemingly caused an issue what confidence can we have in the solution?
Please let us know.
Reboot_Stinks
Tutor
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4 Messages
6 years ago
Powering off/on may fix the symptom, but the problem is poor software. All series on my DVR (even CBS Good Morning) are still in the Recording List, but show 0 shows scheduled to record. Obviously this has been on-going and AT&T programmers are incapable of debugging their problems.
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Reboot_Stinks
Tutor
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4 Messages
6 years ago
Reboot may fix the current state of the machine, but apparently your software has been 'glitching' for many months. Fix the problem. Apparently your current software engineers aren't capable enough to debug their own code. The bottom line is not that we can't 'fix' the problem with a reboot. The problem is your equipment is unreliable. Every series that was scheduled for recording suddenly showed zero events coming up, even CBS Good Morning. Should I check my machine every morning to see if it lost it's mind again? Do you think we're still back in the Windows95 era of reboot every time something unknown happens.
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Alan_Crudden
Teacher
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15 Messages
6 years ago
I tried the recommended solution on my STB (ISB7500) and it didn't work. I also went through the onscreen ATT troubleshooter and it didn't work either.
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texasmelsa
Tutor
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8 Messages
6 years ago
@Reboot_Stinks @Alan_Crudden - where are you guys geographically? Most of the rest of us currently having this problem are in and around Austin, TX - although there are a few scattered elsewhere.
If you read back in the thread, each time this has happened before it was mostly confined to a geographical area, first Ohio then San Diego now Austin. Even if you're not in Austin, it apparently helped them solve the problem before when they pinpointed the location(s).
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bigboss721
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31 Messages
6 years ago
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Stradalite
Mentor
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50 Messages
6 years ago
Hello Cleveland
Do you know if a SEP form was submitted by an AT&T employee to the Office of the President via https://www.att.com/sep in your area? Escalation to the President was the only we solved this problem in San Diego. You are issued a case number and contact manager rather than just a ticket number with tech support to ensure a permanent fix. Hope this helps!
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KristyKay
Tutor
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3 Messages
6 years ago
I'm also in the Austin area (78660) and noticed this problem last night when I sat down to watch a show that should've recorded but didn't. That was when I noticed I had no scheduled recordings even though there should've been. I've confirmed that a few people in my neighborhood are also experiencing this issue.
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Reboot_Stinks
Tutor
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4 Messages
6 years ago
Hello texasmelsa, Yes, I also am in Austin. If this problem does rotate through different areas, it could imply that they rollout new software one area at a time so as to not risk disrupting every customer from a new problem. However, that would also imply they knew this problem existed when they released it to our area. What I hate most is seeing the problem repeating and the page having a RESOLVED status that says reboot your machine. We have had to reboot the DVR maybe 3 times in the last year, but at least it didn't lose our series settings.
Has anyone who has experienced this problem rebooted, then had to do it again later for the same reason ?
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rich96db
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29 Messages
6 years ago
Yep, seeing the same problem again in Cleveland after it was fixed over the summer. It's undoubtedly due to another software change.
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MstrVTKD
Contributor
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1 Message
6 years ago
Yes I am experiencing the same problem at @bigboss721 and I live in the same city like less than 2 miles away
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msheahen
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8 Messages
6 years ago
Nope, not limited to geographical area, and not sure why everyone keeps thinking it is.
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imljb1
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54 Messages
6 years ago
I am the original poster for this thread. No SEP form was filed (at least none on my behalf) for this issue and I do not recall any of the other initial (Cleveland area) posters mentioning this. It has only been brought up in this latest go round.
This is insane - is there a way for the rest of us to "piggy-back" on the SEP that has been filed? Can we get that established point of contact at the Office of the President to take some ownership and get this resolved? It appears that this is well beyond a "regional" issue and is a national one - even though the solution probably has to be implemented at the local/regional level. It needs to be understood by AT&T that this is a recurring issue across the country. Perhaps all areas are not experiencing the issue (hmmm, do you think they might learn from what is different between an area that is operating correctly and one that is not?), but those that do/are seem to have it repeatedly despite what become temporary fixes.
If the poster cmenick that says he/she has received a call from the O of the P - meaning they have a name, phone number and case number - can play point and have that person at corporate take ownership it might save about 20 years of each of us trying individually.
And, btw, i never considered the issue solved ....
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KristyKay
Tutor
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3 Messages
6 years ago
I wonder if hitting them up on social media with a link to this thread will help?? https://twitter.com/KristyKay5/status/1060921094813728768
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Alan_Crudden
Teacher
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15 Messages
6 years ago
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imljb1
Mentor
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54 Messages
6 years ago
It sure can't hurt - go for it. Initially - in Cleveland area where we are again experiencing the same problem that was temporarily resolved over the summer - there were several of us that also posted on FB, etc.
Please follow your instincts and put it out there - the only well we can hope to get this resolved is to make it more uncomfortable for AT&T to have it exist than to fix it.
Thanks.
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