06-17-2012 01:47:54 PM
I just moved into the area June 10. AT&T tech (Don...did a really good job...fast, courteous and helpful) came out on Friday the 15th. He got everything up and running in just a couple of hours, even though another tech had to be called out to do something with the line outside...Don explained but I've forgotten what that was and I don't think it's relevant. I had ordered the U300 package and 12MB internet. From the beginning my HD channels came up with a "Not Subscribed" screen. I got to poking around and found that the HD option hadn't been added to my account when it was ordered. No big deal, I put in the order Saturday morning the 16th. WIthin a fairly short amount of time the order was listed as successfully processed. I waited several hours figuring the update would take some time to sync down through the systems, but I still was getting the Not Subscribed screen.
I called Customer Service and a first level tech had me reboot the RG and the receivers. Still the same Not Subscribed screen. The tech said he saw that the order was processed. After the reboots didn't work he said they were having trouble with HD and it should come back soon. Hrm...okay.
I waited several more hours and decided to try again. I opened a chat session with Customer support and worked with a first line tech for about half an hour, maybe. The tech remotely rebooted my receiver and did something different...it had a gear wheel on the screen along with a progress bar. After that didn't work I got transferred to 2nd level. The 2nd level tech worked for a little bit, did something on my account with the order that he said would fix it and had me reboot the receiver. Still the same Not Subscribed screen. After that, the same "Oh there's an HD outage" diagnosis. I'd been looking through this forum and other places from Google and I hadn't seen any mention of a widespread HD outage...I figure if there's a bunch of us without HD TV someone's going to be talking about it. I mentioned this and asked for the service ticket number the HD Outage was being worked under. Tech said it was an internal issue and internal information and couldn't give me anything. I don't want what's in the ticket...I just want to know that one exists. Still nothing other than "there's an HD outage...24-48 hours it may be fixed".
Anyway...Internet works...SD TV works...I'm not really displeased overall...just wondering what's going on...is there really a widespread HD outage?
Sorry for the length of post...
06-17-2012 02:09:39 PM - edited 06-17-2012 02:12:36 PM
Try unplugging/plug in power reboot of the RG (modem) for 30 seconds. This will usually fix channels that are not coming in. All HD is working fine here in metro Detroit. Good luck
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? 1-800-288-2020, After he gets acct info, press # a bunch of times, get a menu from Mr. Voice recognition
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more
06-17-2012 02:19:35 PM
w_hughes - It is not causing your current problem. But, when you no longer get the not subscribed - You will need to set your aspect under options on the STB to 720 or 1080 to get the right picture. You should do it now. If HD is not on your order the installer may not have done it. Or, if he saw the HD TV he may have done it already.
You are connected component or HDMI? Again, not your current problem but necessary when it is fixed.
06-17-2012 02:51:19 PM
Power cycled the RG and rebooted all receivers (after the RG came back up)...still the same message on HD channels. The blue HD light is lit on the receivers...I don't think I'm having a problem with the HD feed.
I figured that was about all I could do on this end...the hardware seems sane...and channels like U-verse Buzz come in just fine in HD.
All receivers were set to 720 and are connected via HDMI.
Thanks for the help.
06-17-2012 06:14:08 PM
06-20-2012 05:03:17 AM