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Sent New BWG320 Gateway, and then sent VIP1200 receivers (3) and I see no way to hook them up together.....
Have had problems in dealing with "Customer Service". First, since my current gateway/modem is now not receiving any updates, I called and they sent me out a BWG320 gateway. They did not look and see that I also have U-Verse cable, and I saw there was not a way to connect the new gate way with my receivers (3 - and two of them are wireless). SO, after another call to "Customer Service" they sent me 3 new VIP1200 receivers, with NO new remotes (mine are currently 7 years old and on their last legs). I just assumed (mistake on my part) that the new receivers would also have new remotes......silly me. Anyway, after looking at the new receivers, I do not understand just how a connection is not needed to the new gateway, and after looking on the internet, see that a hard wire cable is required...or have I missed something? Oh, and if I DO need some sort of wiring to connect them, none was sent. I am not a happy customer, especially since I have been an AT&T customer for quite some time, and well frankly, when I am renting the equipment, for all those years, and support stops for that equipment, and an upgrade occurs, it now requires a new phone call (so now, that will make 3 calls) to "Customer Service" to schedule a tech to come out and clear this mess up, oh, and joy, for that privilege and honor, a $ 99 fee is assessed and I must pay. I need help here. I believe that no one is checking just what equipment I have, and what was sent to replace it, let alone any sort of cables or specific wiring I might need. Oh yes, one other thing, I do have the fiber coming into my house already, along with the box that goes on the wall. Sure wish I could leave my contact information to someone here that works for AT&T regarding this problem, as it not only is an Fiber Internet thing, but coupled with U-Verse TV. Oh, and one other thing....says to access the receiver manual, to go to www.att.com/usersguides and guess what....
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Accepted Solution
JefferMC
ACE - Expert
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36K Messages
2 months ago
The new gateways do not have a coax port, and if you had coax-connected receivers, you're now in a mess. These are basically your options:
1) Spend your own money to purchase an Ethernet to HPNA adapter and connect that to an LAN jack on the new BGW320 and your coax cable that connected to your old Gateway.
2) Insist that they send you WIRELESS-capable Receivers (the 1200's are not) and a Wireless Access Point (WAP) dedicated to serving them. Note that this is not a solution for the DVR, the DVR is required to be wired. There is normally a charge for getting these, but insist that you not be charged as this is AT&T's doing to send you a box that didn't have coax (because they no longer use boxes that have coax)
3) Use Ethernet cabling to connect the TV Receivers. This may mean running a bunch of Cat5e twisted pair cabling throughout your home.
4) Spend your own money to purchase a Powerline bridge adapter set (one adapter for each location in the home) and connect your Gateway and each receiver to an adapter which plugs into the wall and they talk through your home's electrical wiring.
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ATTHelp
Community Support
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232.9K Messages
2 months ago
Hi @1970Buick! We completely understand your concern regarding U-verse connectivity with new gateway, and would like to help. Let's get the assistance you require.
The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.
Thank you for contacting AT&T Community Forums,
Ancy, AT&T Community Specialist.
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my thoughts
Former Employee
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22.5K Messages
2 months ago
Gateway no longer receiving updates, you had a 599 or 5268 gateway with coax connection.
The BGW 210 and BGW 320 do not have coax connection, this is fine if Uverse receivers are Ethernet, or you do not have Uverse IPTV.
The newer gateways will support DirecTv Stream wireless receivers, at a lower monthly cost, in addition to moving to streaming services.
Otherwise either replace the coax wiring with Ethernet wiring at your cost, or as stated purchase adapter(s), or have wireless receivers which techs will likely only have the 7005 units which are a maximum of (2) on an account. If need more wireless receivers will have to call to request a 2nd gen wireless receiver 7105 or 2500 provided any are still available at a warehouse somewhere.
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