U-verse Troubleshooting | AT&T Community Forums (2024)

Get step-by-step U-verse help

We're here with all our best support for your U-verse TV services. We'll show you how to troubleshoot errors, run diagnostic tests, get personalized U-verse TV support and more.

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The Troubleshoot & Resolve app on your TV is designed to diagnose and resolve service and connectivity issues. This tool also assists with common tasks such as programming your U-verse remote control, configuring, and managing your home network, setting up your voicemail, and optimizing computer settings for the best surfing experience.

Follow these steps to troubleshoot your issue:
1.Press Menu on the U-verse Remote Control.
2.Scroll down to Help, then press OK.
3.Select Information.
4.Scroll to Troubleshoot & Resolve, then press OK.
5.Select the area you want to troubleshoot.
6.Allow the interactive diagnostic test to run and complete.
7.Follow the onscreen instructions to attempt to resolve the issue online.

If the issue cannot be resolved on the spot, you can request a call back within the tool itself. You can also manage dispatch repair appointments, suspend or resume troubleshooting and reset passwords for email accounts.

If you're experiencing a problem with your U-verse TV picture, try the Troubleshoot & Resolve app on your TV to fix it from the comfort of your recliner, using your U-verse TV remote control.

If you're still experiencing an issue with the picture on your TV, many issues can be fixed by simply restarting your receiver:
1.Hold down the POWER button for 10 seconds.
2.Press it again to restart the receiver. This will take 5-8 minutes and will affect any DVR recordings in progress. Your Broadband and Service lights should be green.
3.Restart multiple receivers by unplugging each one for 5 seconds.

Still need help? We have some more tips to restore the picture on your own and get back to watching TV.

If you're experiencing a problem with your U-verse TV sound quality, try the Troubleshoot & Resolve app on your TV to fix it from the comfort of your recliner, using your U-verse TV remote control.

If restarting your receiver didn’t resolve your sound issues, try these tips.

If you're seeing an error message on your U-verse TV, try the Troubleshoot & Resolve app on your TV to fix it from the comfort of your recliner, using your U-verse TV remote control.

If you're still getting an error, here are some quick fixes will resolve many U-verse TV errors:
• Restart your U-verse receiver(s) by holding down the POWER button for ten seconds, then pressing again to restart. (This takes 5-8 minutes and will impact any DVR recordings in progress.)
• Restart your Wi-Fi gateway by removing the power cord for two minutes then plugging it back in (will interrupt AT&T service).
• Check for snug and secure video cables connecting your TV, gateway, and receiver.

If you still need more help, we can help explain what common U-verse TV on-screen error messages mean and how to fix them.

If you are having an issue with your U-verse TV remote control, here are some troubleshooting suggestions to try:

• Check the mode buttons - For all but the S20 and S30 remotes, select the AT&T mode button on your U-verse TV remote to control the U-verse TV receiver, which gives you access to the Menu, Channel Guide, and channel functions. Select the TV mode button to control basic TV functions, such as the settings. The DVD mode allows you to control your DVD player, and the AUX mode is for auxiliary equipment. • Check the batteries - When you press the AT&T button located at the top of the remote control, the button should shine brightly. If the button does not shine, change the batteries. • Maintain adequate space between the receiver and the TV - Some newer TVs have backlighting that occasionally can interfere with the remote control signal. To minimize the possibility of interference, make sure there is adequate space between your TV and the U-verse TV receiver. • Aim the remote - Your U-verse TV remote control is sending signals to your receiver. Aim the remote control directly at the receiver, not at the TV or another device. Clear any obstructions between the remote control and the receiver. The remote control works at maximum distance of about 20 feet, so make sure you are within that range. • Check cables - Check for a snug and secure connection of the video cables between your TV, Gateway, and your receiver. Also, make sure your TV's input settings match the type of cable you are using. • Restart your receiver - Hold down the POWER button for 10 seconds then press it again to restart. This process will take 5-8 minutes and will impact any DVR recordings in progress. • Order a replacement remote - visit the online Accessory store to order a replacement U-verse TV remote control.

Note: The S20 and S30 remote controls are completely identical in functionality. The only difference is all of the buttons on the S30 model are backlit. Please follow the S20 instructions for the S30 remote.

If you still need help, we have some suggestions for troubleshooting your U-verse TV remote control.

If you need to program your U-verse TV remote control, let us show you how our U-verse TV Remote Control Setup tool can guide you through programming your remote to control your TV and other devices. Or, if you prefer, you can follow these step-by-step instructions and guides online.

If you need to reset your remote control, you can follow these instructions to reset your remote to the original factory settings. Please remember that resetting your remote to its factory setting will clear any programming on that remote.

If you need to troubleshoot an issue with your wired U-verse TV receiver, you can use the Troubleshoot & Resolve app on your TV. Using your U-verse remote control: 1.Press Menu. 2.Select Help > Information > Troubleshoot & Resolve > TV > DVR. 3.Follow the onscreen prompts.

If you're still having issues, we can help you restart your wired receiver or troubleshoot specific issues.

If you need to replace a wired receiver, we can guide you through some easy steps to help you to replace your current wired U-verse TV receiver with your replacement receiver.

If you need to troubleshoot an issue with your wireless U-verse TV receiver, you can use the Troubleshoot & Resolve app on your TV. Using your U-verse remote control: 1.Press Menu. 2.Select Help > Information > Troubleshoot & Resolve > TV > DVR. 3.Follow the onscreen prompts.

If you're still having issues, we can help you restart your wireless receiver or troubleshoot specific issues.

If you need to replace a wireless receiver, we can show you how to install your Wireless Access Point, or WAP device, and your wireless U-verse TV receiver.

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Easem*nt Information

I am needing easem*nt information for a property that is being developed. It shows a cable line running through the property and we believe AT&T owns it. We need the regulations and owner information of the easem*nt.

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FOX NEWS CHANNEL FREEZING UP

FOX NEWS STATION IS THE ONLY CHANNEL THAT KEEPS FREEZING UP. CHANGE CHANNEL AND COME BACK TO FOX NEWS AND IT WORKS FINE FOR A COUPLE OF MINUTES AND THEN IT FREEZES UP AGAIN. THIS HAPPENS ALL DAY LONG.

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Channels letterboxed

I noticed two channels I watch, MTV-U (510) and MTV Classic (520) are suddenly letterboxed. Seemingly happened within the last month. It looks terrible. They were for as long as I have been a subscriber (over a decade) optimized for 16:9 in SD. Now the picture is squeezed and is pretty much unwatcha

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Complain about overdue balance

Good morning sir or madam Since December 30th, l switched to MetroPCS, AT&T gave me the code to get the transfer the same day.I would like to know why have l been getting AT&T email advising me that I have a past due balance ? I spoke to different people from AT&am

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U-verse TV offers several packages for you to choose from. This quick feature comparison of each TV package will help you watch all of your favorite movies, sporting events, premier channels and on-demand entertainment.

You can also access your guide in several ways and even print the channel lineup.

Once you're ready to upgrade your U-verse TV package, you can do so from your Account Manager on-screen tool on Ch. 9910.

With Account Manager, you can upgrade your TV package and add premium movie channels like HBO and other programming. Your AT&T account must be current and in good standing to use Account Manager.

Account Manager, simply visit Ch. 9910 or use your U-verse TV remote control and follow these steps.

In addition to upgrading your TV package and adding premium movie channels, Account Manager will also help you:
• View your account summary and current package subscriptions.
• Compare core TV packages (U450, U300, U200, U-family, and U-basic).
• Add HD Technology fee and/or HD Premium Tier packages.
• Add International Programming packages, movie packages, etc.
• View channel lineups.
• View Internet, Phone, and Equipment overviews and ordering information.

Note: Most change orders are processed immediately, but there may be a slight delay while your order is processed.

Learn more about how to use Account Manager on-screen tool.

From free TV to the latest rentals, you can always stay entertained with U-verse On Demand’s movies, shows, sports, and more.

To start exploring, press the On Demand button on your U-verse TV remote or tune to Ch. 1. Use the left navigation to:
• Get to your shows and movies.
• Use filters to expand or limit your search.
• Find recently added movies, top new releases, and other special collections.

Learn more about how to navigate U-verse TV On Demand.

Turning closed captioning On or Off, managing your closed captioning settings and setting your audio and on-screen language preferences is easy with your U-verse TV Remote

You can set up and access U-verse TV favorite channels, restrict programs using Parental Controls, and more using the My Multiview app.

The U-verse TV Favorite Channels feature allows you to
• Skip straight to an abbreviated program guide with only your selected channels
• Populate your My Multiview feature so you can view up to four favorite channels at once
• Set up to five favorites lists per receiver.

U-verse TV Parental Controls lets you lock adult-only channels, set TV movie ratings, and block purchases in 5 easy steps:
1. Press Menu on your remote.
2. Scroll down to Options and press OK.
3. Select System.
4. Scroll right to Parental Controls and press OK.
5. Select Locking Options and follow the on-screen prompts.