DVR function for UVERSE since conversion to local AT&T fiber

Hopefully someone from ATT can see this and direct me to quality control.  Calling the customer support number many times has been fruitless

I'm not sure what's going on here.  There's nothing all that special about having U-verse TV with Fiber.  The only issue that hits some people is if your U-verse equipment was connected via coax cable.  Is that your situation?

My uverse was connected with cable until the fiber install at end of July.  uverse used a dual function box (DVR is one of functions) and it was installed with one of my two tvs.  When ATT installed a new single function box at each of my tvs, then a third box was neded for DVR function which is the one that was ordered.

In other words, I had single function box and a dual function box that was replaced with two single function boxes when fiber was installed.  This left out the DVR function which is the Arris VIP2262 V2 box that is ordered (supposedly).  This missing box will be installed at the gateway so I am told.

You have a Gateway box.  You had a DVR Receiver (what you call a dual-function box).  How were these two things connected?  You have two options: A COAX cable that screws on to the back of the device and the wall plates, and an Ethernet cable that plugs in to a jack on the back of the device (looks like a modular telephone cable, but bigger).

Making a few assumptions, it does seem to me that:

1) You were using Coax, and

2) You therefore had a Gateway that had a Coax connector, and

3) You just had a BGW320 installed, which doesn't have a Coax connector

Since the DVR cannot be connected wirelessly, they needed to do something to connect the DVR without using coax.  Apparently running Ethernet to one of your TV locations is not possible.  So, they should have put the DVR receiver near your Gateway and connected it via Ethernet.  They SHOULD have given you another wireless box.  They SHOULD have done both of these things before leaving your home.

Normal support will not be able to help you.  You'll probably have to open a case with the BBB.

Hi QuartJar, we'd be happy to help you with your DVR.

If you still haven't received your new receiver after the holiday, let us know, and we'll check your account to see if there has been a delay.

If you need help with anything else in the meantime, please let us know.

Aminah, AT&T Community Specialist

Brother Aminah, 

How in this world do I get in touch with you?

You can post your update here on your thread, QuartJar.

Aminah, AT&T Community Specialist

@QuartJar everything jeffermc said is correct

Also how many tv's do you have in total?

I have two tvs.  Before the tech came to install fiber, I had two boxes (one at each tv).  the first box was a ISB 7500; Internet set-top box; Basic sd/hd with DVR.

the second box was the ISB 7005 basic sd/hd with wifi.

when the tech tried to re-use the boxes, he could not get the 7500 to accept the accounts.  so he removed the 7500 and put a 7005 in it's place and told me he would hook it up with ethernet cables but because of the way the drops are situated in my house, he had wire d(Edited per community guidelines)d over everything.  When I saw how it would look, I told him that we were no doing that.  So he stopped, and called support and the guy from support and he both talked to me and told me that another box would be delivered in no more than three days.  That box was going to be a Arris VIP 2262_V2.  the FedEx tracking number is 602029690920.  You can see that it was to be shipped on the 11th of august but has not been yet.  Fed Ex tells me that ATT has not given them the shipment yet. JefferMac is correct.  There was a Coax screewed to the back of the gatway and to the back of the dual function DVR box.  When I read what Jeffermac said, I called the tech that had tried to install but he has not called me back.  I texted and called again today twice.  He is a very good young man and I am sure he did the best his knowledge would allow.  The support tech that we spoke with called himself Willard and spoke with a strong accent but seemingly was knowledgable.  Anyway, I have told everyone (including AMINAH) via this long story everythin that I know.  I would try to hook up the old box to the gateway or the first tb using the coax but I doubt it would do any good since the tech that visited was removing cabling, etc that was haning on the outside of my house.  If you guys think it will do any good I will try.  By the way, I live in Newnan GA and Tyler was the ATT tech that came to install.  Thanks 

@QuartJar That tech had no idea what he was doing.  If he hasn't called you back he's probably dodging your calls because he doesn't want to deal with this problem correctly.  

There are 3 ways to connect set top boxes.

1. Ethernet (preferred option)

2. Coaxial cable (was the preffered option when u-verse started, but now barely works anymore and does not work with bgw320 or bgw 210 gateways(the newest 2 gateways).  

3. Wirelessly via a seperate wireless access point that connects to gateway. 

The DVR box that has the hard drive and stores recordings must be connected via a hardwire not wireless.  So basically at this point only via ethernet with your setup.  Either tv can have the dvr it doesn't matter, but usually whichever is closer/easier to run a cable to is the one used.

The other tv set top box you'll want with either ethernet or wifi.

There is absolutely no reason the isb 7500 you hadn't wouldn't have worked just fine connected via Ethernet instead of the coax you had before.  Why can't they just run the Ethernet where the old coax was?  How they run the cables happens to be be dependent on which tech you happen to get, some are more willing to go the extra mile than others.  I doubt any of them will fish wires through walls though so usually they end up either stapled to interior walls or screwed to outside of exterior walls.  If it matters that much to you, you can hire your own low voltage technician to run the Ethernet cable, since it is just standard cat-5e (although if you go that route it's probably better to spend a few dollars extra and use cat-6 to future proof yourself).   

If you don't allow them to run Ethernet for some reason you aren't going to be able to get a dvr to work.  Your only other option would be to get a 5268ac gateway which still does have coax which will only work if you are on fiber speeds under 1gbps.  and even then coax is not the preferred setup and may or may not work.  

oh also i just realized you said box was supposed to ship august 11!? that's insane. usually at&t 2 day ships boxes.  I would call and ask to speak to customer retention and get them to mail you a new dvr asap!  although that will only work if you can hook it up yourself via ethernet otherwise you will need another technician to come out with the correct wiring and dvr.  

At this point, you've been without TV for nearly a month without any resolution in sight.  Create a BBB complaint.  When the AT&T people call you as a result of the complaint, in addition to getting things working, also ask that you get credit off your bill for the entire month of TV service that you have not had.  Also, if they end up giving you two wireless boxes and a "headless" DVR (i.e. one without a TV attached), do not let them charge you another $10 for the second non-DVR receiver.

As madmax988 said, there was no reason why the original boxes would not have worked.  You didn't change account numbers (did you?  you're still getting one bill with U-verse and the Internet just changed to Fiber, right?).  The only problem was the coax connection not being on the new Gateway and needing to physically connect the DVR box.

Well, I just want to say that I thank you JefferMC and MadMax988 for your help and encouragement.  You did not have to help and I realize that............BUT YOU DID and for that I am grateful.  

I called Loyalty number and got the same automated line so I looked again and found another number 977-999-1083.  Got a guy named Rick in LA who said that he could not fix my problem but he gave me a number to call until it was resolved (tech support).  He also gave me a good monetary reprieve for my trouble.

I called the number and got a young man who kept arguing that ATT had shipped and that my problem was FedEx.  I could not make him understand no matter how carefully I explained.  I said good bye and dialed the same number again (877-930-2711) and this time got Teresa in Tulsa......She realized after much looking that the order was not finalized with ATT and that the box had not been ordered properly so (in effect) had not been ordered.  

She set it up for a tech to come out and install another DVR box on this Saturday.  I am planning on the best outcome and will let you know.  If you don't hear from me, you will know it worked .........Thanks again guys.....