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Startrekfanatic wrote:

 

And I am on the phone with tech support, I explain the problem including the U-Verse policy that no one will EVER be downgraded, He (said his name was Mark) took the order number and asked me to hold, then hangs up on me.

Second call I get a nice sounding young lady who after looking up everything again asks if the new one is working, I said yes and she said (exact words) "Well you have a working DVR and that is what you are keeping", "and if that isn't good enough that's too bad for you". And she hung up.

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What policy are you referring to?

I was told by the last time I had a DVR replaced somewhere around a year ago that it was U-Verse policy that a customer would never be downgraded on the equipment only replaced with the same or higher upgraded with replacement equipment. The last person I spoke with today also told me that.

Interesting. I have never heard of that policy.  I do know that last year some people who got the new DVR and were having issues with them where given an older DVR to replace it.

I got upgraded to the 2250 DVR recently and mine started failing.  I called and was told that another 2250 would be shipped out, and I too got the 1225 instead.  I called CS and let the CSR know what happened and they suggested I use it for a few days to see if the issue was resolved.  The new DVR worked as expected and after a week I called to request the replacement 2250.  The CSR was going to send out another 2250 but then I thought, I had recorded shows and this one is working fine, so why risk getting another faulty 2250.  I decided to keep the 1225 and have not regretted. 

A few weeks later I looked at my bill and discovered it was very high.  Upon calling CS I was informed that I had been charged a $105 fee for the 2250 stb.  I was very quick to inform the CSR that that I had been downgraded to the 1200 series DVR.  The fee was reversed.  So that makes two reasons why I am glad I don't have the 2250.

However, I understand your frustration so I suggest you send Alex a PM he is an ATT Community Manager on the forum.  He will get you to the right peson/dept. to get this issue resolved.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

I wonder if the Motorola VIP 2250's are currently not in stock.  Last year, if a new DVR was shipped to you, it was one of the new 500 GB DVR's whether you asked for one or not.

I was told by a TS CSR that because my installation was coax, that another 2250 would not work properly.  He said the 2250s were designed for use with CAT5 instead of Coax.  And that the 2250 was sent out because of the incompatability issue.  After I ended that call, the next CSR was willing to send out another 2250.

Make it easy on yourself and send Alex a PM.  Click on the link in the post I made above.

I have two Dish VIP722K Dual tuner DVRs and they allow you to connect USB hard drives so you have virtually unlimited storage, plus a back-up if you need to swap out tuners. Now they have the Hoppper and Joeys, which is basically the same as Uverse's DVR and non-DVR STBs. The Hopper has a 2TB hard drive and upto six streams, 4 anytime/anything streams a 2 streams of VOD consisting of all primetime network broadcasts for the previous 2 weeks.

As well, if AT&T can keep their competition smashing hammer in their tool box, Dish might very well be starting their own 4G broadband service next year, but AT&T has already been trying to influence the FCC to deny them so they can force Dish to sell their spectrum to AT&T.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
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“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

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Computer-Joe wrote:

 

I have two Dish VIP722K Dual tuner DVRs and they allow you to connect USB hard drives so you have virtually unlimited storage, plus a back-up if you need to swap out tuners. Now they have the Hoppper and Joeys, which is basically the same as Uverse's DVR and non-DVR STBs. The Hopper has a 2TB hard drive and upto six streams, 4 anytime/anything streams a 2 streams of VOD consisting of all primetime network broadcasts for the previous 2 weeks.

 

As well, if AT&T can keep their competition smashing hammer in their tool box, Dish might very well be starting their own 4G broadband service next year, but AT&T has already been trying to influence the FCC to deny them so they can force Dish to sell their spectrum to AT&T.

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Actually, I believe the Hopper only has 3 live streams for watching and/or recording TV outside of the prime time hours.  If you use the feature to record all of the big 4 networks during prime time, you are then limited to 2 live streams for watching and/or recording everything else during prime time.

http://www.avsforum.com/avs-vb/showthread.php?p=22053897#post22053897

Also, don't expect anything from Dish and a 4G network prior to 2016, if then.

http://www.dslreports.com/shownews/Dish-Well-Build-an-LTE-Network-in-2016-Maybe-119618

Well, after all that trouble swapping out DVR units, resetting up channels and everything, this morning I went to start my toddler's Mickey Mouse Club recording and BOOM the same thing happened as with the original DVR.

Opened the recorded programs, moved the selection to a recorded show and It froze up then restarted.

After the system rebooted I went back to the series recording and they were gone. Everything that recorded after midnight was gone.

So I called support again and got some guy whom I couldn't easily understand tried to rush me through everything told me he was having a tech come to my house and that It would cost a minimum of $55.

I was livid and said if I was going to have to pay for the tech to just look at the wires I wanted all new ones and this time to take time to place them as I wanted instead of what would be fastest.

He said It didn't matter what I wanted It would be what the tech wanted or I could just cancel the service.

When the tech first installed the wires he made them too short to start with and at first didn't want to take time securing them to the walls but wanted to just run them across the floors.

Since we have a toddler I knew that wouldn't work so I insisted he at least secure them to the baseboards.

Right now I am just inches away from canceling the service, but we have had almost three years of (almost) trouble free U-Verse.

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Startrekfanatic wrote:

 

So I called support again and got some guy whom I couldn't easily understand tried to rush me through everything told me he was having a tech come to my house and that It would cost a minimum of $55.

I was livid and said if I was going to have to pay for the tech to just look at the wires I wanted all new ones and this time to take time to place them as I wanted instead of what would be fastest.

---

If you don't want to pay $55 for a truck roll, you definitely do not want all the wiring to be replaced.  Customers are responsible fo the inside wiring and there would be a charge to run new wiring.

Based on what you are reporting, I don't think the issue is with your DVR.  Can you download and install SomeJoe's tool at the link below?

http://www.uverserealtime.com/

Once you install the tool, please post screenshots of the following tabs: IP/Profile, Error Table, Bitloading, & Coax/HPNA.

We can take a look at the screenshots to see if there appears that you might be an issue with your system.

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texasguy37 wrote:

 

Actually, I believe the Hopper only has 3 live streams for watching and/or recording TV outside of the prime time hours.  If you use the feature to record all of the big 4 networks during prime time, you are then limited to 2 live streams for watching and/or recording everything else during prime time.

 

http://www.avsforum.com/avs-vb/showthread.php?p=22053897#post22053897

 

Also, don't expect anything from Dish and a 4G network prior to 2016, if then.

 

http://www.dslreports.com/shownews/Dish-Well-Build-an-LTE-Network-in-2016-Maybe-119618

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Well, the AVS forum has some of the facts but is essentially incorrect. I spent about an hour on the phone with their engineering department (unlike AT&T you can actually reach someone at DISH that knows what they are talking about) around 30 days before release, the sales staff had not even been to the orientations yet and were not allowed to say much of anything beyond the release date. What I learned was that the Hopper has 3 dual stream tuners. Two tuners are for the anything/anytime equaling 4 streams and one tuner (two streams) for use for the primetime VOD. You don't actually have to record the primetime stuff, it's already been downloaded via the third tuner on to the DVR. It will stay on the DVR for two weeks before being deleted for new material. It does not impact your "personal" space on the hard drive either.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
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I really want to become a procrastinator, but I keep putting it off.
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There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

Well, what was posted on the AVS Forum agrees with other information that I have read about the Hopper.  It also agrees with what someone from Dish posted on the dbstalk forum this morning.  Perhaps they are all wrong about how the Hopper works.

http://www.dbstalk.com/showthread.php?p=3023100#post3023100

I have no coax connections at all everything is HDMI & CAT 5...

I hope this helps.

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texasguy37 wrote:

Well, what was posted on the AVS Forum agrees with other information that I have read about the Hopper.  It also agrees with what someone from Dish posted on the dbstalk forum this morning.  Perhaps they are all wrong about how the Hopper works.

 

http://www.dbstalk.com/showthread.php?p=3023100#post3023100

---

Ray sure sounds like sales or chat support, and we all know how well informed those departments can be. As he states, you  can have two Hoppers, but only three Joeys per Hopper, more than three Joeys will require another Hopper (and another dish), and the additional Joeys cannot connect/communicate with the first Hopper. 

That's why I believe my info to be accurate, because the guy was one of the software engineers and not trying to sell it to me, he just explained the differences between HoJo and my current service/equipment, including it's shortcomings.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

Ok, cool.  It just means that everyone else who has posted on the internet about the Hopper is wrong.  I could point out other postings with the same info, but I won't.

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Startrekfanatic wrote:

Not sure how that helps, but thanks.

---

LOL.  Sorry for the delay.  Thanks for posting those screenshots!

The Error Table and Bitloading tabs indicates some possible issues with your system.  There may be some source of interference or a bridge tap on your line.  When is the technician scheduled to be there?

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texasguy37 wrote:

Ok, cool.  It just means that everyone else who has posted on the internet about the Hopper is wrong.  I could point out other postings with the same info, but I won't.

---

Hey, anything's possible.

And we know the internet has nothing but 100% truth/fact.

I let ya know, I'm planning on switching to the HoJo as soon as a couple of three month promotions I have going run out.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

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Startrekfanatic wrote:
I am unsure where ths bridge tap would be, none of the wires have been moved since it was installed and nothing has been moved next to the gateway from the install either.
I told the tech not to send anyone yet til I had time to calm down a little.
I wonder if they will let us keep the VIP2250 since that was possibly not the problem.

---

Bridge taps would not be in your home they are out on the lines that come to you house.

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

---

Computer-Joe wrote:

---

Startrekfanatic wrote:
I am unsure where ths bridge tap would be, none of the wires have been moved since it was installed and nothing has been moved next to the gateway from the install either.
I told the tech not to send anyone yet til I had time to calm down a little.
I wonder if they will let us keep the VIP2250 since that was possibly not the problem.

---

Bridge taps would not be in your home they are out on the lines that come to you house.

 

 

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

---

If you are billed for a truck roll call CS and request the fee be reversed.  If you get an uncooperative CSR politely end the call and call back until you get a CSR who will reverse the charges.  As CJ stated in his post your stats show the problem is because of issues outside of your home.  But call either way.

We had the same problem again this morning so  here I am on the phone right now with tier two and he is setting me back up with the original VIP 2250.

Also he ran some diagnostics and said he could not find a problem with a bridge but perhaps in the Gateway/modem, so he is sending me another one of those.

And sending me a new label to send the smalled DVR back.

He is right now resetting "Re-provisioning" the VIP 2250 so it will work, been on the phone for over 50 minues with tier 2 so far.,

OK, this ain't good.... The teir 2 tech couldn't get the box "provisioned" now neither DVR will work at all, so he dispatched a service tech to the house that should arrive between 4-8 PM today.

And I am without service till it gets corrected. But at least he/she might find out the true problem.

~SIGH~

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Startrekfanatic wrote:

We had the same problem again this morning so  here I am on the phone right now with tier two and he is setting me back up with the original VIP 2250.

Also he ran some diagnostics and said he could not find a problem with a bridge but perhaps in the Gateway/modem, so he is sending me another one of those.

And sending me a new label to send the smalled DVR back.

 

He is right now resetting "Re-provisioning" the VIP 2250 so it will work, been on the phone for over 50 minues with tier 2 so far.,

 

OK, this ain't good.... The teir 2 tech couldn't get the box "provisioned" now neither DVR will work at all, so he dispatched a service tech to the house that should arrive between 4-8 PM today.

And I am without service till it gets corrected. But at least he/she might find out the true problem.

 

~SIGH~

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Ooooh, not good. The dreaded re-provisiong.

Happened to me twice once with a non-DVR box which took three days of phone calls, and then the DVR, with the the following results. http://forums.att.com/t5/Receivers-Battery-Backup/Update-on-Cisco-boxes-replacing-motorolla/m-p/2197...

__________________________________________________________
How can you be in two places at once, when your not anywhere at all?
------------------------------------------------------------------------------------------------------
I really want to become a procrastinator, but I keep putting it off.
------------------------------------------------------------------------------------------------------
There are three kinds of people, those that can count, and those that can't.
------------------------------------------------------------------------------------
“Our great democracies still tend to think that a stupid man is more likely to be honest than a clever man, and our politicians take advantage of this prejudice by pretending to be even more stupid than nature has made them." :Bertrand Russell

There is something worse than reprovisioning, and that is the dreaded rip and rebuild.  That wipes out everything including your series recordings.  It takes you back to being like a new subscriber.  I experienced that when I got my 2250 DVR.  The tier 1 and tier 2 techs couldn't resolve it so I got transferred up to what I have called Ultimate Tech Support.  I didn't know they existed until I got my 2250.  After reading all of the posts about the 2250s I wonder if they are worth the trouble.

Well the service tech arrived and worked with a tier 2 and found the problem was the the guy I worked with set up a wrong model DVR on my account, then the installer tech did a factory reset on the 2250 DVR (the original unit we started with) and so far it is working, however it usually takes several hours before we have a problem.

He gave me his personal number and said that if we have any problem again he would swoop by on Monday and replace the VIP 2250 with a brand new one.

He said he has four on his truck ready to go.

No one in his crew has an older model DVR and his supervisor told them to never install a unit other than the VIP 2250 unless the customer specifically requests a different model.