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AT&T U-verse Troubleshoot and Resolve app brings tech support via set-top box


The latest interactive addition from AT&T for users of its U-verse IPTV service isn't going to enhance Wimbledon or the Masters, but it might help fix picture issues. For things that just need a settings tweak, like the aspect ratio being off, it can walk users through the fix and for things that are more complicated it can request a call from tech support. There's a breezy video demo to give you an idea of what to expect embedded above or they can find it under the "help" menu once the feature reaches their area.

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New AT&T U-verse TV App Puts Quick and Convenient Support at Customers' Fingertips

DALLAS, June 23, 2011 /PRNewswire/ -- AT&T* today announced a new TV app that gives AT&T U-verse® customers convenient access to self-support information and tools for their AT&T U-verse TV service directly from their TV screen - another way AT&T is delivering a better experience to U-verse customers.

AT&T is rolling out the AT&T Troubleshoot & Resolve app under "Help" in the U-verse TV menu. The on-screen TV app is rolling out on a market-by-market basis over the next few weeks and:

Provides you with an up-to-date status of your U-verse TV service with a U-verse Service Check.
Offers simple step-by-step guides, including images and tips, to address common questions.
And allows you to request a call from a customer service agent if you have any questions, with the click of your remote control.

"In multiple studies on customer service, our AT&T U-verse customers consistently rank us at the top, and we wanted to take that even further by giving them fast, convenient support and service information with an easy-to-use app where they need it, on their TV screen," said Jeff Weber, vice president of video services for AT&T Mobility and Consumer Markets. "This latest app is an innovative way we're communicating directly with U-verse customers about their services, with just a click of the remote. It shows how we're putting the U-verse customer first and using the unique benefits of our all-IP technology to integrate your TV and customer service experiences."

The app is available to all U-verse customers at no extra charge. A video demo is available here.

In addition to making U-verse support accessible through an interactive TV app, AT&T makes it easy for U-verse customers to make changes to their subscription from their TV screen. With U-verse TV Account Manager application, launched in August 2010, U-verse customers can quickly and easily make U-verse TV package upgrades, compare TV packages, view channel lineups, view their account summary, view product overviews and ordering information on U-verse High Speed Internet and U-verse Voice, and more with a click of their remote. U-verse TV customers can set parental controls to manage what their family orders through the Account Manager app.

Once U-verse TV service is installed, the U-verse TV System Set-up Tool also provides access to on-screen information on how to set up several common features, including programming your U-verse remote control, setting the viewing aspect ratio and setting parental controls.

AT&T U-verse TV is the only 100 percent Internet Protocol-based television (IPTV) service offered by a national service provider, making AT&T U-verse one of the most dynamic and feature-rich services available today. Now AT&T U-verse TV ranks "Highest in Customer Satisfaction in the North Central, South and West Regions," according to the J.D. Power and Associates 2010 Residential Television Service Provider Satisfaction Studies(SM). For additional information on AT&T U-verse - or to find out if it's available in your area - visit AT&T U-verse.

*AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc.

About AT&T

AT&T Inc. (NYSE: T) is a premier communications holding company. Its subsidiaries and affiliates – AT&T operating companies – are the providers of AT&T services in the United States and around the world. With a powerful array of network resources that includes the nation's fastest mobile broadband network, AT&T is a leading provider of wireless, Wi-Fi, high speed Internet, voice and cloud-based services. A leader in mobile broadband and emerging 4G capabilities, AT&T also offers the best wireless coverage worldwide of any U.S. carrier, offering the most wireless phones that work in the most countries. It also offers advanced TV services under the AT&T U-verse® and AT&T | DIRECTV brands. The company's suite of IP-based business communications services is one of the most advanced in the world. In domestic markets, AT&T Advertising Solutions and AT&T Interactive are known for their leadership in local search and advertising.

Additional information about AT&T Inc. and the products and services provided by AT&T subsidiaries and affiliates is available at This AT&T news release and other announcements are available at and as part of an RSS feed at Or follow our news on Twitter at @ATT.

© 2011 AT&T Intellectual Property. All rights reserved. Mobile broadband not available in all areas. AT&T, the AT&T logo and all other marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Geographic and service restrictions apply to AT&T U-verse. Call or go to to see if you qualify.

AT AT&T U-verse TV: Residential customers only. Prices, programming, features and offers subject to change without notice. A one-time TV Service Activation Fee of $36 applies.

AT&T U-verse received the highest numerical score among television service providers in the North Central, South and West regions in the proprietary J.D. Power and Associates 2010 Residential Television Service Satisfaction Study(SM). Study based on 28,489 total responses from measuring 12 providers in the North Central region (IL, IN, MI, OH, WI), 13 providers in the South (AL, AR, FL, GA, KS, KY, LA, MS, MO, NC, OK, SC, TN, TX), and 10 providers in the West (AZ, CA, CO, ID, IA, MN, MT, NE, NV, NM, ND, OR, SD, UT, WA, WY) and measures consumer satisfaction with television service. Proprietary study results are based on experiences and perceptions of consumers surveyed in Nov. 2009 and Jan. 2010, April 2010 and July 2010. Your experiences may vary. Visit


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