On Demand not working on new installation!

On Demand is a free perk you are not paying anything more for it.

What is the model number of the Genie?

on demand can take a few days before it's working. 

First: use your remote --MENU-Settings-Internet --Then Connect to your local internet network. When you have done that.

It will take 24 to 48 hours for the VOD menu to download and become active.  

Should you ever reboot your DVR --it will take 24 to 48 hours for the FULL 14 day guide to update as well.

I have  HR54/700 genie receiver.  It has now been 12 days since my installation.  I had DirecTV for a number of years until about 3 years ago after AT&T bought them and eliminated all discounts for current subscribers, so I understand how On Demand works. The Internet IS connected and *one* On Demand channel works just fine (TCM On Demand) as does *everything* I access from my Amazon fire stick including HBO Max.  

The box has been rebooted four different times while on the phone with AT&T Support .  A technician came out and confirmed that all the hardware is working correctly, and indicated that it is a “system” problem.

I realize that I don’t pay EXTRA for On Demand, but it is part of what I am paying for in the normal monthly fee in the first place and, if they are never going to fix this problem, I shouldn’t be paying what I would be paying if all that content WAS available.p

@cicerogirl 

Please try this: --Using your remote --Menu --Search --(TYPE) CLEARMYBOX --press Search --Press -Search all

Your receiver will reboot again only this time it will reload all the software plugins --(REMINDER) when your TV picture returns --it will take 24 to 48 Hours for the full Guide to update as well as all VOD.

Let us know if this clears your issue going forward 

@goldw1800 That partially solved the problem.  I now am able to find episodes, etc. listed under all the menu options for the various On Demand channels (instead of a message saying there isn’t anything or having it go out to do a search and then just eventually giving up without returning any results), so thank you.  
Unfortunately, I still get a “927” error when I try to watch almost anything.  I *was* able to get a TCM movie to start and an episode of something from one of the other channels to play, but the other 6 or 7 other things I tried still gave me the “preparing for playback” message, then the AT&T globe, then immediately the “927” error.  I talked with yet another support person today and they dated an escalated ticket for the problem.  My mom has the same issue and got hers installed the day before I did.

@cicerogirl

Thank you for the update --How is your receiver connected to the internet? Wired or wireless? What you now have is a Buffer Issue either from your ISP or the Server (your downloading) from.

How fast is your ISP connection?

NOTE: D*TV VOD is Supplied and content controlled by each channel only--Meaning The Servers are place all around the USA and the "SPEED" depends on how many Network Hops it takes to get to your network--meaning that can be a real issue for downloading.

I suggest Recording VOD and Waiting for it to fully download to the receiver before Viewing. That will take some stress off.

That's the reason D*TV VOD is not Charged a fee --because D*TV does NOT provide the CONTENT or the server. I hope this make sense to you.  D*TV VOD --is NOT a streaming Service like AMAZON -or NETFLICK --the Channel Servers are NOT streaming Servers.

If it was a buffer issue, wouldn’t it also cause problems when I am watching something via my Firestick?  My Internet  is the 50mps service from AT&T.  I am relying on wireless (because wired would require an Ethernet cord across the family room!) 

As part of the troubleshooting with AT&T, I tried recording from On Demand to watch later.  I still get the 927 error when I go back much later to view it.  (I still have one from 5 days ago that gives me the “927” error!)

The weird thing is that my mom, who was installed the day before I was and who lives just a couple of streets away, has the exact same problem.  That's why they sent a tech out to my house, to verify my setup and equipment.

Thanks much for the info.  At least I am closer to fixed. I guess I will have to continue to call and “poke” the company on progress on my “escalated” ticket. 

Streaming services like firestick, netflix change the resolution to fit your download speed, DTVs On Demand sends the entire file in the resolution it was made in.

@goldw1800   and @shannon02  Ok, thanks for the clarification.  We (AT&T support) and I have tried deleting and trying again (numerous times, with different shows) to no avail.  They have also confirmed that my Internet speed is not the issue.  We even tried replacing the variable internet connection with a “guest” connection that is fixed at 2g. Still nothing. this should NOT be so difficult, especially when my mom has the exact same issue… how many other people also have this problem (and why are there posts about this very issue from 2 and even 3 years ago?  (Rhetorical question). You would think their engineers would have figured out the problem by now!

@cicerogirl

What VOD -Channel are you having trouble with? --I bet if you tried another Channel -perhaps you will see the problem is a (NETWORK) issue getting the data to you --as posted above --The VOD CHANNELS send 1080i or 1080p full load --the streaming servers compress their video 

@goldw1800   I have tried a dozen different OD channels, and a number of different things from those channels.  I have been able to get ONE movie from TMC On Demand and one episode of a show (don’t even remember what… just something I randomly selected) from…. Hmmm… I think it was the CW OD channel.  Everything I have tried from ALL of the major network OD channels, all of the major movie OD Channels (e.g., HBO OD), etc. give me nothing but the 927 error.

I am having the same issue too. When I talked with my ISP, they suggested that it might be a firewall issue with the commercials getting downloaded. I reached out the AT&T customer support for what ports I should open on the firewall and I'm still waiting for that answer.

Someone sent me a solution a few days ago that they used, they changed the IP Address from DHCP to a static IP. I haven't had time to switch my settings over and try it yet. 

@brandonjax, I have located some additional support which may address your concern.

View Static IP with DHCP for support.

Let us know if this helps in any way!

-Jordan, AT&T Community Specialist