U-Verse DVR series scheduled recordings are not functioning

While I can’t say I see the problem here, it isn’t a new one.  Hopefully someone back at the ranch will wake up and fix it.  There’s no way for any of us to get attention on matters like this but I can try to raise it if it doesn’t clear up by tomorrow.  

https://forums.att.com/conversations/uverse-tv-equipment/series-not-recording-uverse-please-own-up/5defedb4bad5f2f606e47f96@gr8sho

Yea I found the old forum topics from 3-4 years ago where this exact problem seemed to happen to the Midwest and then a few months later to san Diego.  It's been a few days since it started and I thought eventually it would fix itself and it hasn't.  It seems like in those old forums post it was a regional issue that att eventually solved.  But it's all server side so there is nothing I can do?  What's the quickest way I can get the attention of someone at att to implement the fix in my area in miami, Florida?

We can look into your guide data not syncing properly, madmax988. 

We do want to thank you for the troubleshooting that you have done already to resolve your concern. 

Moving forward, we are going transition to a Direct Message. You will notice a chat icon next to a bell icon at the top of the page. Our next message will appear there. 

In the meantime, please gather all AT&T account information. Do not post it here. We will ask for it again. Also, can you please answer a few questions for us:

• Is the concern occurring one 1 or multiple DVR/Set-Top Boxes/Receivers? The reason why we are asking that is to make sure the all DVR's/Set-Top Boxes are sharing the same information. 
• Are you trying to schedule the recordings on the U-Verse TV App? The reason why we are asking that is, there is a known concern for the app at this time. 
• Are you able to view your schedule on the DVR/Set top boxes and is accurate? The reason we are asking this is, if it looks normal to you directly on the STB's then it a just the app that is having the concern. 

Just look out for the Direct Message notification and follow the instructions provided. 

Looking forward to working with you. 

Matthew, AT&T Community Specialist

I am also in the Miami market and am experiencing the same problem.

Thanks.

We're here to help get your recordings functioning as they should, ethanedwards!

Just to clarify, have you tried the different troubleshooting steps that were stated in the original post, as well as by our agent? Before we invite you to a Direct Message, please be sure to let us know the following:

• Have you tried rebooting the AT&T Gateway and the U-verse DVR? This will help refresh your connection to the network, and may resolve this.
• Is this occurring with one or multiple DVRs? This will help us know that all of your equipment is sharing the same information. 
  
  
• Are you trying to schedule the recordings on the U-Verse TV App? If so, there is a known concern for the app at this time. 
  
  
• Are you able to view your schedule on the DVR and is it showing accurately?

Let us know. We hope to hear back from you!

Donovan, AT&T Community Specialist

Same thing happened to me also in Florida also with recordings ending 4/20. I just wasted 24 minutes on the phone with a completely ignorant tech support rep. She repeated troubleshooting that I already did, even shut down the service without warning me while I had recordings in progress. I spent half the call trying to make her understand I wanted to end the call. So annoyed!

My workaround: go to Recordings > Series. Click a scheduled series. Change any setting feature (such as “first run only” to “first run and rerun”.) Save. All future recordings will be restored and you won’t have duplicates. If you don’t like the setting you changed you can set it back the way it was. Trust me it will take way less time than calling Uverse. Btw, I’m using the onscreen tv control, not the U-verse app. 

@denirose

Yea I've tried the workaround for a few series but I won't know for a week or 2 if it works.  Based on past posts from the midwest and san diego problems 3-4 years ago the workaround seemed to only work temporarily for a week or 2.

I also have 335 series (lots of canceled shows I've never bother to clear out)  so I'm not keen to spend hours going through them all once a week.  

@madmax988 that’s really discouraging but thanks for letting us know. Please update us if you learn anything more or if you get any help from att via DM. 

https://forums.att.com/conversations/uverse-tv-equipment/series-are-not-being-scheduled-for-record-need-confirmation/5df01d2abad5f2f6060e7168

This is the other useful forum post I found.

The first link I posted was the original master thread from the problems in midwest, but at 28 pages its quite a read.

Donovan,

Yes, I have power-cycled the gateway and DVR.  This did not fix the problem.

This occurs on both the DVR and STB.

I am not using the U-Verse TV app.

The schedule is displaying accurately up to 04/22.

Thanks.

Thank you for that information, ethanedwards.

Let’s meet in a Direct Message to discuss the best options to fix your recordings. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

Aminah, AT&T Community Specialist

@ethanedwards 

@denirose 

@ATTHelp 

Has anyone heard back from the community specialist in there DM yet? or gotten any update?  I haven't gotten a response to my DM yet.

We need to get this elevated to the correct team to get this solved.  Standard troubleshooting checklists aren't going to fix a regional backend server side bug.  

It's just amazing that after 4 years at&t is still dealing with the same bug and still doesn't have a way to issue a solution quickly.  The must not share information between regions.  

Based on when I first started seeing hiccups I'm guessing it started at least a week ago, it's just recordings were already scheduled through the 4/20th for me.  

I also tried using twitter to get an answering and those customer service representatives keep just handing me off to new people who keep asking the same generic troubleshooting questions.  and then take hours to respond to their own answers.  I'd like to get this solved in hours/days not weeks/months.

I might try calling, but that's guaranteed to take at least a few hours to even get to someone who has a chance of understanding the issue, and then who knows how long before they can get the information to someone who can actually solve the issue.

@ethanedwards @madmax988 @ATTHelp 

I‘m not in the loop with any response from @ATTHelp but I did have a hugely frustrating and time wasting conversation with a phone rep. DON’T waste your time. You’ll get exactly what you described. Totally clueless, uninformed, untrained (except in reading a script), with robot-like focus on performing useless and irrelevant troubleshooting despite any efforts to make them understand they have an actual problem. They will not elevate the issue and look for real solutions. I’ve gotten my most helpful information from following these discussions and none from their reps.

Btw, I finished resetting my series (I had a relatively small list of about 80 which I reduced nearly in half.) So far it’s held up. You have your work cut out for you with over 300 if you go that route. Good luck. 

@denirose so you didn't get a response via direct message on these forums either?

I have been getting a response via Twitter dm but it's take forever since they only respond every 10minutes-every few hours for each response and now they are making me go through routine (Edited per community guidelines) diagnostics once again. 

Luckily I spent a few hours today deleting series that have been canceled and I knocked it down from 350 to 179. And when I get the other family members to go through it I'm sure I can knock it down further.  If I'm going to be stuck doing it every week I figure it's worth the time. 

@madmax988 No, I never heard from anybody from Att. Hats off to you for having the patience to deal with them. And for reducing your series list. If you can get it down to around 100 you can probably get them all edited in under an hour. One question: why every week? Do you really think the manual reset doesn’t hold? I read the second thread you linked here but not the first longer one. Is that where people said the manual changes were later wiped out?