Channel Jumping

John in Florida · ‎05-16-2011

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

texasguy37 · ‎05-18-2009

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.

aviewer · ‎03-11-2010

John in Florida - Try aiming the remote away from the TV - wall, ceiling, floor. Sensitivity of the IR does seem to vary.

John in Florida · ‎05-16-2011

Thanks for the quick reply. I will give it a try and hope that this works.

RCSMG · ‎12-10-2007

Let us know what happens.

John in Florida · ‎05-16-2011

Still having problems. Tech support is telling me that they never heard of this problem and don't know what to tell me..

aviewer · ‎03-11-2010

John in Florida - Quite a mystery. This is one case where the CSR is probably truthful about it being unique,

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.

John in Florida · ‎05-16-2011

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?

aviewer · ‎03-11-2010

John in Florida - Certainly suspicious.

If you reboot again & it goes away & then comes back you should have a case for a new RG.

John in Florida · ‎05-16-2011

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.