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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.
cmenick
Mentor
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25 Messages
6 years ago
hello @ Stradalite Thank you for your suggestion. I will give it a try.
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texasmelsa
Tutor
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8 Messages
6 years ago
@DavidCS we would love your help in Austin!
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cmenick
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25 Messages
6 years ago
@ https://forums.att.com/t5/user/viewprofilepage/user-id/60 Can you help us with this issue?
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cmenick
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25 Messages
6 years ago
I got a wonderful man in Tech to enter the Service Escalation Program. Will advise
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Stradalite
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50 Messages
6 years ago
Hi @cmenick,
Make sure the tech filled out the SEP form for the Office of the President and not just a standard escalation ticket. With the SEP involved, you will immediately speak to the case manager and the issue will be resolved. With a regular escalation call, you will be left with nothing. Hope this helps!
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cwaffles
Teacher
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65 Messages
6 years ago
This is great. I think the more we can get people to bring up this issue and complain the better chance we have at getting it fixed!
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cmenick
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25 Messages
6 years ago
@Stradalite thanks again ! He actually looked up this forum post by you and used the link you supplied. Will that get him to the form to the Office of the President. He said this was the first one he had filled out?
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Stradalite
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50 Messages
6 years ago
Hi @cmenick and @cwaffles
It only takes one account number to be reported to the Office of the President for a regional fix. If the tech filed a SEP form with att.com/sep ( which it appears they did), Texas should be good. You should hear from this Office shortly, so keep me posted.
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cmenick
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25 Messages
6 years ago
Hello @Stradalite Your suggestion on having an ATT tech fill out the Service Escalation worked ! Got a call from a person from the "Office of the President". He gave me his direct phone and name and said he will be having the appropriate personnel look into this problem and contact me for more details.
Thank you so very much !
FYI @cwaffles
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cmenick
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25 Messages
6 years ago
Thank you @Stradalite see my previous post. I didnt tag you correctly 🙂
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Stradalite
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50 Messages
6 years ago
Looks like a fix is right around the corner for the Southwest. I am glad to help and eager for your resolution. Keep me posted.
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cmenick
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25 Messages
6 years ago
Will let you know what happens @Stradalite
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Shannon24
Tutor
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4 Messages
6 years ago
For 2 weeks now the shows I have set to automatically record are not. I am having to manually remember to go and set them to record. I even deleted and reset the shows to automatically record, but it still will not work. I have had Uverse for 3 years now and never had a problem with shows not recording until now. I tried to call CS and of course person on other end of the phone basically had no clue what I was talking about. His only resolution was to reset receiver which of course did not work.
I live in 70726 zip code, which is right outside of Baton Rouge. AT&T please get this fixed ASAP.
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texasmelsa
Tutor
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8 Messages
6 years ago
Great news @cmenick! Keep us updated.... here's hoping it's fixed soon!
(and thanks again @Stradalite)
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eakcats
Contributor
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2 Messages
6 years ago
Ugh, I live in the Cleveland area (44124 zip code) and am just starting to experience this problem.
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