3 Messages
customer service mailing me the same (wrong receiver) 5 times. Do these people know what they are doing?
I have had AT&T Uverse for over 10 years. Recetly I have problems in 3 rooms. I need one room at a time done because it was too much for them to handle. It's now been 2 weeks and I still don't have one problem handled. They have sent me the wrong receiver 5 times and it's always the same one and it's now the same as I have installed now. I'm really aggravated. This perteculiar tv has no sound on cable and a beautiful picture but no sound. They told me it was the receiver. I't still not working.
What do I do?
JefferMC
ACE - Expert
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36K Messages
6 months ago
Why do you say it's the "wrong" receiver? What would make it the "right" one?
For the audio problem... what kind of cables are you using? HDMI, Component or Composite? Is your receiver set for Stereo or Surround sound?
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skeeterintexas
ACE - Expert
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28K Messages
6 months ago
What is the make & model of the receivers you have?
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CornMom
3 Messages
6 months ago
The receiver I have hooked up is a ISB7005 (AT&T receiver). They keep sending me a VIP2500. The cable from the tv to the receiver has no place to go on the VIP2500. The VIP2500 is a DVR which I have a new one of those in another room which I can't record. Another problem.
All I want is the sound back so I can watch cable and see the news in my office. Two weeks of this crap. The other night they told he if they send someone out it's going to $99. Unreal!!
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JefferMC
ACE - Expert
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36K Messages
6 months ago
a) The VIP2500 is not a DVR. It's wireless-capable, and you cannot have DVR on wireless. That is not an issue.
b) I asked you earlier what kind of cables were you using, and you haven't seen fit to reply. Please respond to our questions and maybe, just maybe, we can get you up and running with out a technician.
c) So, what kind of cables are you using (HDMI, Component, Composite, Coax)? Could you use others, and why aren't you if so? What is the sound setting on your Receiver at
Menu > Options > Audio/Language > Digital Audio Output
d) You have checked the TV to ensure that the Mute is not on and volume is above zero?
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CornMom
3 Messages
6 months ago
Hi Jeff,
I am using a ISB7005 receiver that I have had for 10 years now. I was watching TV one night and then poof, the sound was gone.
In answer to your questions:
b) I don't know what the cables are called. Its a beige cable that goes from the tv to the receiver box and there is a plug that goes from the receiver to the outlet on the wall.
c) I went into Menu etc and its on stero.
d) The mute button isn't on for the tv. When I press to volume button to go up it shows on the screen it going up but there is no sound. It's strange that I get sound on netflix, prime, etc but just not on cable.
Thank you for trying to help me.
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skeeterintexas
ACE - Expert
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28K Messages
6 months ago
Is the TV an HD TV? If so, it will have an HDMI outlet. Both the 7005 (old) & the 2500 (new) use HDMI connections.
Can you take a photo of the back of receiver so we can identify the connection you are using?
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JefferMC
ACE - Expert
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36K Messages
6 months ago
@CornMom the 2500 is a fine replacement for the 7005. The only issue I would see would be that the 2500 won't have any coax connectors on it, neither in, nor out. So if you are using Coax to connect the 7005 to the Gateway, that's a problem. If you are using Coax to connect the 7005 to the TV, that would be a different problem.
The photo idea is a good one. A picture of the back of the TV where things connect isn't a bad idea, either.
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skeeterintexas
ACE - Expert
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28K Messages
6 months ago
@JefferMC I’m wondering if the receiver is right but the connection is wrong.
The ISB7005 has different connection options.
https://www.att.com/support_media/images/pdf/uverse/ATT_U-verse_Wireless_Receiver_Manual_-_Cisco_IPN7005.pdf
The VIP2500 has fewer options
https://www.att.com/media/att/2014/support/pdf/Arris+VIP2500+Wireless+Receiver+Product+Manual.pdf
That’s why it might be helpful to see the back of the receiver and/or the back if the TV. 🤷♂️
ETA: Since the 2500 is WIRELESS, connection to the Gateway wouldn’t even be necessay. 🤷♂️🤷♂️. Is the 7005 wireless too? And doesn’t every gateway now in use offer wireless connection to receivers? I suppose the OP could have a super old gateway.
I’ve had UV TV so long (16 years), I’ve been through multiple types of receivers, DVRs & gateways. I remember when we only got ONE HD stream & the rest were SD. 😳
(edited)
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JefferMC
ACE - Expert
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36K Messages
6 months ago
As far as I know, all Gateways indirectly support Wireless Receivers, but they all require you to use a dedicated Wireless Access Point to use them wirelessly (only the 5268AC ever did so directly, and that code has been removed from the firmware to make room for something else).
You can also connect Wireless Receivers via Ethernet. If OP is using coax from the Gateway to the 7005, then the 2500 will not be a drop-in replacement. There are ways of making it work, i.e. getting the WAP or switching to Ethernet. But, yes, photos would help answer the questions.
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