Remote Control Down Volume

[gcstanko]

I have 9 remote controls on which the DOWN VOLUME CONTROL does not function. AT&T very graciously sends replacements after I am able to convince them it is an equipment and not a programming malfunction. It is easier said than done to remove the small screw and take it apart to clean it, maybe I have a different model than those who suggest this because mine does not snap apart without destroying it. It is hard to believe that this would simoly be a dirty contact problem (or bad batteries) since all other buttons work perfectly including those used much more frequently. In addition 2 of the replacements remotes had this problem immediately and 2 others stopped working within 1 week. I just want to know if anyone else is encountering the same problem over and over. Is it possibile that this is a manufacturing defect?

[hpmsrm]

Well.....since you asked....been a subscriber for 2 1/2 years.  Have DVR plus two regular STB's.  We are still using the original remotes that were given to us when we had our install.  Have to replace batteries once in a while.  But that's all.     So I think your situation is very unusual.   I assume that you are using your remotes to control the TV volume...not the DVR volume.  If I were to jump to a conclusion I might think that they have been programmed with the wrong code for your TV.  But you said they work ok for a while and then start acting up.  That is a real puzzler.

What kind of TV do you have?  Do you have this problem with more than one TV?  There have been cases where IR radiation from LCD screens has interfered with remote control of the STB and changing the location of the STB often cures the problem.  But your situation is different since it's the TV remote function that is a problem.  At one time....we had a problem with a nearby fluorescent light caused our IR remote to malfunction.  Any of those nearby in your situation?  If the light was turned off everything worked OK.  If it was on, the remote would screw up.  I'm just trying to come up with some ideas here.

Of course.....remotes do go bad.  But I've not heard of anyone having 9 of them go bad so quickly. 

[gcstanko]

One tv is lg & one is toshiba with the problem. The volume control will first start becoming sporadic and then fail completely, and as I said some remotes never worked at all, and it is only the down volume control so I don't see how a bad code or interference could affect that. Anyway I just did an online chat with AT&T and they are sending 3 more without ?'s. I am getting quite a collection since they don't want the old ones back. I also have 3 other tv's (one other lg) that have no problems.

[Hester147]

I have had the same problem, one of our remotes have stopped working properly  on the volume down button, another one we have is also starting to have issues. They were to suppose to send a replacement, they said it would take between 4-6 weeks. It has been almost 8 weeks now and still havn't recieved it.

[gcstanko]

I have been getting them in 1-2 weeks so you might want to check back with them. Service might vary by location but that is too long. 

[Hester147]

I will definently have to call them tommorrow to check on that

[gcstanko]

PS: I actually don't think there is a solution other than getting replacements. I was more just curious how many people are having the same problem. (Also, yes I am controlling the TV volume, and only one of the the sets uses a DVR the other an STB) Thanks for the suggestions.

[Hester147]

BTW: I went on the Live Chat with an At&t Agent, and explained my problem, they said there was no replacement on file for whatever reason, but the agent then said they would just process one right then and there, and said it will arrive within 4-5 business days. Not only that the agent also gave us 3 months of HBO for free along with 1 free month of U300 (we currently pay for U200). Now that is Customer Satisfaction!

[Subaruguru]

I have been having problems with 2 remotes vol down buttons not working one of the remotes gets used a lot and i mean a lot but the other has hardly ever been used. the only reason i am saying anything is because if you look on ebay there is a crap ton of working used remote lots for sale, and this makes me think that there must be something stupid easy to fix that goes wrong with them. I think i am going to attempt to open mine up and see if i can fix it rather then deal with customer service.

[hpmsrm]

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gcstanko wrote:

One tv is lg & one is toshiba with the problem. The volume control will first start becoming sporadic and then fail completely, and as I said some remotes never worked at all, and it is only the down volume control so I don't see how a bad code or interference could affect that. Anyway I just did an online chat with AT&T and they are sending 3 more without ?'s. I am getting quite a collection since they don't want the old ones back. I also have 3 other tv's (one other lg) that have no problems.

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A question:  Do all the remotes that have given you problems work OK with those 3 other TV's that have no problems?

Subaruguru:  As I posted earlier, we've never had any remote problems so I've never been motivated to open one up.  I'll be very curious to see what you find and if you are able to cure the problem.

[Dorette_1]

We have the same problem. The only way to get the sound down is to use the left arrow (to the left of the OK button) All the other buttons and all our other (4) remotes work fine. After reading the comments, I will do a chat with AT&T.

[aubieirish]

We have two remotes and one has the volume issue. It never works to turn the volume down, yet everything else works just as others have stated. Our other remote will periodically just not work and you have to either turn the TV off or use the arrows on the receiver to make the remote work.

The volume thing is very annoying! I will contact chat to let them know and see if we can get a replacement. We have never had remote issues with either of our televisions until we switched to U-Verse a little over a year ago.

[VoigtRA]

Same issue.  Volume down was erratic for a while then stopped working all together.  All other buttons/functions work, just the volume down doesn't work.   I did notice that if I try to reprogram the remote, when I reenter the code the TV mode button only blinks once, when on screen instructions say it should blink 3 times.  I'm not sure that's at all related, but it's reproducible.

I'm assuming getting replacement remote from AT&T is still only know fix/solution.

[MozMan68]

I'm on the phone with AT&T right now to replace two of my three remotes...and this is the third time I have had to do that in the past couple of years.

Only the volume down button stops working...and it will happen on two remotes usually (the two most used t.v.'s) at almost the same time.

There is definitely a hardware issue with their remotes that needs to be fixed as it simply cannot happen over and over again to the same person.

[VoigtRA]

What ever you do, don't bother going through the voice prompts on AT&T customer service for this problem.  After going through all the voice prompts you get to the following sequence for "Remote not working"...

Voice Prompt - "Please press the AT&T button and say DONE when finished"

Voice Prompt - "Please press the power button and say DONE when finished"

Voice Prompt - "Did your TV turn on?"

If you say "Yes", the voice prompt takes credit for fixing your problem and thanks you for calling AT&T before hanging up on you.

If you say "No"  the voice prompt has you go make sure IR signal is not blocked and power cords are plugged in and a slew of other unrelated attempts to resolve".

Whatever happened to asking whether action actually fixed your problem before hanging up on you?

[spd2demun ACE - Expert]

Lots on eBay because many people have more devices than can be programmed or they already have a smarter universal remote.

Good luck with a fix, I've tried. (dec. '09)

                

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Subaruguru wrote:
I have been having problems with 2 remotes vol down buttons not working one of the remotes gets used a lot and i mean a lot but the other has hardly ever been used. the only reason i am saying anything is because if you look on ebay there is a crap ton of working used remote lots for sale, and this makes me think that there must be something stupid easy to fix that goes wrong with them. I think i am going to attempt to open mine up and see if i can fix it rather then deal with customer service.

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[teridi]

I have had 1 Uverse remote control replaced and now 2 others are not working. Same problem as you, which is that the down volume control starts sporadically not working, then complete quits.  Then mute button and others act up. I now have 2 more remotes acting up w/same problem.  Definitely seems to be a defect, so maybe ATT should get someone else to manufacture these remotes.  This issue pops up on ATT forums and other sites on the internet, so it's not just you or me!  So frustrated as I love everything else about Uverse!

[RCSMG ACE - Expert]

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teridi wrote:

I have had 1 Uverse remote control replaced and now 2 others are not working. Same problem as you, which is that the down volume control starts sporadically not working, then complete quits.  Then mute button and others act up. I now have 2 more remotes acting up w/same problem.  Definitely seems to be a defect, so maybe ATT should get someone else to manufacture these remotes.  This issue pops up on ATT forums and other sites on the internet, so it's not just you or me!  So frustrated as I love everything else about Uverse!

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Why don't you just call ts and ask them to send you out two more remotes?  I got 4 replaced.  Use the number in my sig.

[dcar335i]

My volume down button is having problems too.  I have to press it much harder than I used to and much harder than the others.  All of the other buttons work fine.  Sounds kind of fishy to me....

[RCSMG ACE - Expert]

Seems like the button is just wearing out.  It happens.  The new black remotes seem to be sturdier, but then that could be that I had my remotes for over 2 1/2 years.

[spd2demun ACE - Expert]

2 of my 4 gave out, but I got THE SAME GRAY/SILVER ones as replacements, not the BLACK ones.  Discrimination against Houston once more, LOL!  j/k

Agree, RC, the new models seem more sturdy, and have a nice orange On-Demand button like the Point Anywhere Remote!

[mikekadid]

i too am at wits end. had uverse for 2 years and it is great BUT i have went thru 6 remotes always the same problem  volume control goes out 1st then it just totally breaks down. i am thinking of getting dish or comcast. they have replaced them but i feel like i have to beg them for a new one every couple of months. i think they want me to start paying $15 dollars per replacement and if that is the case i will drop them in a heartbeat.

[fedup consumer]

I have had the exact SAME problem occur with TWO of my AT&T remote controls.  Down volume ONLY became very problematic.  The first time I called AT&T customer service and asked for a replacement, the AT&T representative was most helpful and admitted that they have had a number of customers having problem with the down volume feature.  He was happy to send out a replacement (without question and free of charge), which was received promptly.

However, a couple of months later when I had to call about the SECOND remote (exact same problem), the AT&T representative who handled my call tried to act like he was all about customer service, but made it very clear to me that normally customers are responsible to cover replacement cost of all remotes.  Then he tried to put the burden back on the customer by saying I should press the AT&T button on the remote simultaneous with the down volume to "refresh" the device.  (Total bull.)  AND he said that he was not aware of ANY other customers having the down volume problem (even in spite of all these posts on AT&T's own website and in spite of what the other representative had previously stated).  In summary, he acted as though he was doing me a HUGE favor by not charging anything for their own faulty equipment.    He initiated a replacement, but not without ticking me off.  AT&T should accept full responsibility in making sure ALL of their equipment items are working properly for their paying customers.  PERIOD!  AND they've just gone up on our U-Verse rates to boot.    

[SomeJoe7777 ACE - Expert]

Some tech support personnel are uninformed and/or don't care.  That's the nature of the tech support business, in any company, including AT&T.

If you don't like what the tech says or how he's handling the call, hang up, call back, and get a different rep.  You'll likely get a different answer and/or treatment.

[Bill Olive]

I have the same issue with two of my gray/silver Uverse remotes. Everything works fine except for the volume button. At first one remote volume down button did not work. Few months later my second remote experienced the same fate.Now  even the up volume button is givingme problem It works sporadically. I contacted AT&T and they want $100 for a replacement. What a rip off. The last time that I experienced something like this was with Compaq computer and recently with HP. I would never deal with these folks again. I am about to drop Uverse if they do not properly address their defective remote.  I will contact them because I feel like I am not the only one who is experiencing this problem.  

[spd2demun ACE - Expert]

I don't know what your solution was since we didn't hear back.

There is no charge to replace the standard UV remotes; just call TS and they'll send you new ones for free.  They fail, and eventually need to be replaced.  Some have even had luck getting replacements from an ATT service truck in their area.

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Bill Olive wrote:

I have the same issue with two of my gray/silver Uverse remotes. Everything works fine except for the volume button. At first one remote volume down button did not work. Few months later my second remote experienced the same fate.Now  even the up volume button is givingme problem It works sporadically. I contacted AT&T and they want $100 for a replacement. What a rip off. The last time that I experienced something like this was with Compaq computer and recently with HP. I would never deal with these folks again. I am about to drop Uverse if they do not properly address their defective remote.  I will contact them because I feel like I am not the only one who is experiencing this problem.  

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