Mentor
•
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.
LetoAUSTX
Contributor
•
1 Message
6 years ago
I'm in Austin and I have this problem too... Following. My workaround for now is to go into each of my 50 series and manually make some benign setting and then change it back (First Run Only -> All -> First Run Only) and then it starts scheduling again. But for how long?
0
0
imljb1
Mentor
•
54 Messages
6 years ago
This should never have been marked resolved. It was done by AT&T not the poster (me). Is there a way for it to be unmarked - does anyone know? You are absolutely correct, Reboot_Stinks - it gives a totally wrong impression (that a reboot works) where someone would have to go through each of the posts in the thread to be aware that rebooting, etc. was NOT in any way a solution - the "solution" that was thought to have been found was the correction the tech David finally had corporate undertake (but was not allowed to divulge) but even that did not solve the problem since it is back. Back not just in new areas but in the original geographic area (Cleveland, OH) that initiated this thread.
0
0
Stradalite
Mentor
•
50 Messages
6 years ago
Hi @imljb1
Sorry to hear that the problem is back in Cleveland. We fixed this issue in San Diego by reporting a SEP complaint to the Office of the President. DavidCS disappeared, so try this route. I also agree that the green solution banner has got to go.
0
0
imljb1
Mentor
•
54 Messages
6 years ago
Hi @Stradalite,@cmenick
Please see this earlier post -
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 ....
Since you already have a contact can't we use that? This isn't a regional issue for us to be patchworking - it's one that needs to be resolved nationally. For us to get a separate SEP we need to start at the beginning. And waste a lot of time ... your contact got it fixed and already knows what the problem is and what needs to be done (I hope it lasts for you) - can't it be shared with the other regional techs so we don't start over?
0
0
Mlopian
Teacher
•
11 Messages
6 years ago
In Springfield, IL and the same problem has resurfaced. It worked from mid-August until now. My current recordings go to 11/16 but guide goes to 11/21. This is getting old quick. It is a definite software problem that NEEDS to be resolved ASAP
0
0
bigboss721
Mentor
•
31 Messages
6 years ago
0
0
imljb1
Mentor
•
54 Messages
6 years ago
Again, since San Diego has just had this issue escalated and gotten contact info for an Office of the President representative, case number, phone number, etc. - why can't that contact person be made aware of this multi-regional/national issue and have them move it forward. There is already a group in place that has identified the issue and found a fix (at least for now) - why can't we piggy-back on that connection and have them feed it out to the regional hubs? Why isn't this doable instead of treating each case like it is an individual problem?
Please check in San Diego 🙂
0
0
hornsupRR
Contributor
•
2 Messages
6 years ago
Another user in the Round Rock TX area that's having this issue. WIll follow the thread.
0
0
cmenick
Mentor
•
25 Messages
6 years ago
Hello All,
Updating you all to my earlier post:
"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."
Now I got a call from a main Tech person who said they were referred to me by the above SEP...I explained the whole situation to him and he said that I must be the only one having these issues since they had not gotten other complaints.He wanted to send a tech out, I explained I already went down that route . He also said that each Region has their own HDQTRS to push out these software updates, so others not in Austin area wont probably be able to "piggyback" on the SEP that was filed here. TOLD HIM TO REFER THIS BACK UP TO THE OFFICE OF THE PRESIDENT. He said I should hear from the O of P by next Tuesday. I will call back the contact again if I dont hear anything by Monday. What a joke, hope you all have called ATT to report. Anyway I referred him to this forum, and asked him to review ALL the posts. HE SAID THEY DON'T LOOK AT THIS FORUM..so our posting here doesnt help at all.
Please see @bigboss721 suggestion to Tweet ATT..I agree lets make some noise.
TO Be Continued ......
0
Stradalite
Mentor
•
50 Messages
6 years ago
Hi @cmenick,
Thanks for the update. Despite all the big business bureaucracy (AT&T is the communication company that does not communicate), I am confident that you will receive a call back by Tuesday with a resolution. I know the process is frustrating and convoluted, so hang in there.
0
rrmccormick
Teacher
•
17 Messages
6 years ago
This issue has once again shown up in Cleveland OH. All my series stop on this Sunday and nothing is scheduled after that.
0
0
rrmccormick
Teacher
•
17 Messages
6 years ago
This did not work.
0
0
bigboss721
Mentor
•
31 Messages
6 years ago
0
0
rich96db
Mentor
•
29 Messages
6 years ago
As someone earlier suggested, I tweeted @ATTCares about the issue. They did respond and ultimately concluded that it was a known issue, they are working on it, but do not have an ETA for a fix.
I said it's ridiculous to pay $200+ per month for a service that doesn't work and I want a refund. They are supposed to get back to me on the refund. I'll post here when I hear back from them.
0
0
rich96db
Mentor
•
29 Messages
6 years ago
So I heard back from customer care. They said they could offer me a refund after the problem is resolved. I said that's the dumbest customer retention idea I've ever heard of. They then offered a $20 credit off my current bill.
I did ask and receive a case ID number if this continues much longer.
0
0