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29 Messages
Wrong local channels
have had the service for about a year and the area I am in should have the St. Louis market for the local channels. For some reason, when we got up yesterday, we now have the Paducah Ky local channels! I spent several phone calls and about three hours on the phone with various folks and they really have no idea what changed. I have even done a hard reset on one of the AT&T boxes with no help. All the boxes in the house are AT&T C71KW-400. The account shows the correct zip code,. This problem not only shows up in the house boxes but on the Direct Tv Streaming app on my phone. Again this all happened over night and there were no changes made by us. Configuration: ATT&T fiber internet, ATT C71KW-400 , ATT cell phone carrier as of March 3rd (another nightmare, should have stayed with Verizon for cell service).
Any ideas on who can fix this issue would be greatly appreciated.
Catskills_Dan
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342 Messages
4 years ago
@Ludwick577
Take it easy on him. Not everyone is a tech expert. Geez!
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chasf00
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426 Messages
4 years ago
@Ludwick577
What didn't @Michael63640 try? As I read his post he reset his device after the provider fixed something on their end, so what didn't @Michael63640 try?
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Michael63640
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29 Messages
4 years ago
If you read the entire thread, we started at day one with both the hard reset option and the log out and back in option. Neither of those did any good last week. When we ended up with "some" boxes working and some not yesterday, I tried the hard reset again, and it had no impact.
The smartphone had the wrong channels regardless of connection to home network or cell only (like sitting at a parking lot outside Lowes).
Once they did their magic last night, the smartphone immediately went to the correct channels, and doing the log out/reset/log in on the boxes immediately fixed the issue.
One of the boxes fixed itself before I even got to the reset process.
If you look at the entire string, it becomes obvious that the local zip code settings is not the only thing it looks at. There has to be some other data point, serial number, mac address, something that their system uses to identify each particular box and set the programming for that individual box. That is the only explanation when you have made no changes in the house and some work and some don't.
Juan was very patient and after about 90 minutes he got back to me and said they had resolved something on their end and to try the reset procedure again. What ever they did resolved it and everything was working including my smart phone.
it is what it is, but hopefully it does not come back as it is obviously difficult for them to figure out what the problem was.
Side note, all the recording issues/ watching recordings, has also been resolved with what ever they reset.
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bcbsncjlj
Expert
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6.5K Messages
4 years ago
It's fixed now and that is the main thing. Hope you enjoy now.
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bcbsncjlj
Expert
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6.5K Messages
4 years ago
Curious if the lookup tool has the correct locals now? Just to know if they changed the mappings or just for you?
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Michael63640
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29 Messages
4 years ago
The look up tool always had the correct local channels. It was my system that somehow was looking at the wrong channels.
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