07-21-2012 09:32:54 AM
I am having an issue when changing channels. The remote is not changing to the next available channel. It is skipping the next available channel and going to the channel after. I spoke to a person named Rachelle who said that she was in tech support who didn't have a clue. She switched me to tier II and Erin said that he had never heard of the problem that I am having. They both wanted to sent me a new remote. This is happening on three TVs with three different remotes. The same thing is happening with my Logitech remote on my main TV. Any help and suggestion will be appreciated. Thanks
07-21-2012 09:38:51 AM
I would suggest resetting your system. Unplug your RG and each of your U-verse receivers. Plug the RG back in, and when it completes rebooting, plug in the U-verse receivers. After that, see how the channel changing responds.
07-21-2012 09:46:58 AM
07-21-2012 03:33:26 PM
Let us know what happens.
07-28-2012 05:18:46 PM
I went back to your original post & see that it is happening on all three TVs & three remotes. So, it is unlikely that there is a failure on one.
You are not complaining about any other buttons so, it is not likely that you are holding the button too long.
I purposely held the button & see each channel go by in the info bar. After I release it, it keeps going for a while.
When it jumps do you see the intermediate channel in the info bar or does it ignore it altogether?
Is there any possibility that all three buttons got sticky & do not release well?
Did you try TGs suggestion to reboot? Pull the plug on the RG, the DVR, the STBs. Then repower in that order waiting for each to stabilize.
08-11-2012 10:25:48 AM
I tried the reboot. It worked for two days and then back to the jumping problem. The problem started arounr the time that AT&T sent me a new RG. Do you think that this could be the problem?
08-11-2012 11:30:47 AM
If you reboot again & it goes away & then comes back you should have a case for a new RG.
08-22-2012 04:22:50 PM
I spoke to tier II techsupport (Carolyn)who was no help. She said that she cannot send a new gateway but she can send a tech to the house for either $149.00 or $99.00. As she put it, how does she know that I am not just trying to get a new gateway.
I was with Directv for over 15 years and was never treated like this. It may be time to move on. Even Brighthouse, one of the worst cable companies doesn't treat customers as poorly as ATT.
08-23-2012 04:35:24 PM
Send Alex a PM he is an AT&T Community Manager on the forum. He will get you to the right person/dept to get your issue resolved.