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Mike G.
Mike G., Technician
Category: TV
Satisfied Customers: 6123
Experience:  10 Years Audio Video Repair & Setup
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Trouble with hooking up att Uverse box to old model

Customer Question

Trouble with hooking up att Uverse box to old model Panasonic viera. It's just a scrambled picture on HDMI
Submitted: 1 year ago.
Category: TV
Expert:  Mike G. replied 1 year ago.

Hello, my name is***** am an experienced electronics field technician connected to you via this pay for assistance chat based support service. Your satisfaction is my top priority and in return your positive rating is the only way I will receive credit for my time. To get started we need more information (additional details may be required):
1. What is the full model number of the Tv? see sticker on back of tv
2. What is the model on the Uverse box?

___________________________________________________________________

** My replies can take up to 5 minutes to appear **

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Customer: replied 1 year ago.
The TV is mounted and too heavy to get off alone. It definitely an old model. The box is a wireless box VIP3500
Customer: replied 1 year ago.
Sorry VIP2500
Expert:  Mike G. replied 1 year ago.

Are you able to get the hdmi cord plugged in?

Are you able to select HDMI using the Panasonic remote?

Customer: replied 1 year ago.
The menu comes up clear but it's a scrambled picture whether a it is component or HDMI. And I can't get off 'auxiliary mode' apparently to scan channels
Expert:  Mike G. replied 1 year ago.

I don't follow, if you say the picture is scrambled in component or HDMI, why are you saying you can't get off AUX mode?

Customer: replied 1 year ago.
When I go to menu on the TV to try to scan channels, each option says 'this feature is not available while on Auxiliary mode'
Expert:  Mike G. replied 1 year ago.

You don't need to scan for channels at all if you are using component or hdmi.

What I suggest is you put it on hdmi. Leave the cables plugged in and the Tv On. Then locate the POWER cord for the Uverse box and unplug it from the wall outlet. Wait 30 seconds then plug it back in. Watch the tv screen as the box boots back up.

Let me know how that went.

Customer: replied 1 year ago.
Unplugged and have a black screen...
Customer: replied 1 year ago.
Waiting now
Expert:  Mike G. replied 1 year ago.

ok

Customer: replied 1 year ago.
Back to scrambled
Expert:  Mike G. replied 1 year ago.

press menu or guide on the Uverse remote. Is that scrambled also?

Customer: replied 1 year ago.
Customer: replied 1 year ago.
Scrolling right to left, if that means anything
Expert:  Mike G. replied 1 year ago.

Suggest you connect a Bluray player to this tv to verify its not a tv problem.

Do you have another tv in the house? Suggest you connect this box to the other tv to verify it is ok and/or have the box replaced by Uverse.

Customer: replied 1 year ago.
The box worked on another TV. I had this happen when I first moved to old home. I ended up pressing every button I could and I did somthine to make it work. Have no idea what it was
Customer: replied 1 year ago.
Same thing happening with DVD player
Expert:  Mike G. replied 1 year ago.

DVD player with hdmi is scrambled?

If so, your tv needs service- a board inside needs to be replaced. If you want to DIY, reply with the model number of the tv and I can help you order the part, install it, etc. Otherwise repair shop is needed.

I am here to help you. If you need more help reply back. Please be sure to click the POSITIVE RATING now. Doing so does NOT close the question or prevent us from continuing our conversation here. My livelihood truly does depend on your positive rating.

I understand this is upsetting but clicking the "bad/poor" rating does NOT do anything to fix your issue, nor does it issue you a refund.

Thank you,
Mike

Customer: replied 1 year ago.
Actually mix that. The dvd is working fine on component 1
Customer: replied 1 year ago.
Nix*
Expert:  Mike G. replied 1 year ago.

need model number of the tv to come up with any more ideas on this end.

Maybe this model can't do 1080p format that the uverse box is sending. Box needs to be set to 720p. Would have to connect it to another tv to do that.

Customer: replied 1 year ago.
The box can be set to 720 as opposed to 1080?
Expert:  Mike G. replied 1 year ago.

most of them can. I will have to check on this one.

Customer: replied 1 year ago.
I'm ready to try if possible.
Expert:  Mike G. replied 1 year ago.

Do you have it connected to another tv?

Expert:  Mike G. replied 1 year ago.
  1. Press Menu on your remote.
  2. Use the arrow keys to select Options, then choose System Options, and press OK.
  3. Then choose TV screen resolution (SD/HD) and press OK.
  4. Choose the correct setting for your TV and select Continue. Example: 720p High Definition (HD)

http://www.att.com/media/att/2013/support/Images/U-verse_Screen_Res_590.jpg

Customer: replied 1 year ago.
It's already set at 720p
Expert:  Mike G. replied 1 year ago.

Tv needs repair.

Expert:  Mike G. replied 1 year ago.

or set the box to 1080, and try that. hard to say without a tv model number.

Customer: replied 1 year ago.
It works on standard definition
Expert:  Mike G. replied 1 year ago.

excellent. if I had the tv model number, I could offer more help.

Expert:  Mike G. replied 1 year ago.

If there is nothing else, please don't forget to click the 5 STARS or SMILEYS before you go!

Thanks

Customer: replied 1 year ago.
I'm looking for a list of models. Has to be the first flat screen viera ever. It weight 10000 lbs...
Expert:  Mike G. replied 1 year ago.

A list of models is not going to help us. You need to get the number off the back of your tv, sometimes on the font cover of the manual.

If it is that old then maybe it cannot even do 720 or 1080. It is very possible it can only do 480 (SD).