AT&T U-verse FAQ - Questions and Answers
Frequently Asked Questions about
AT&T U-verse Service
These days, most people have a good understanding of traditional TV, radio, local and long distance phone service, and Internet service. However, when you consider replacing your existing services with U-verse, many of the questions you may have about Internet, phone, and TV service can become tricky.
Below is a guide containing frequently asked questions and answers regarding AT&T U-verse service and its features.
AT&T U-verse FAQs
Below are some of the most frequent questions about AT&T U-verse TV, Internet, and Voice (phone service), with the appropriate answers:
AT&T U-verse General
AT&T U-verse TV
AT&T Internet (formerly U-verse Internet)
AT&T Phone (formerly U-verse Voice)
What is common terminology for AT&T U-verse?
Key terminology for your AT&T U-verse TV:
- Aspect ratio: The relationship of your TV screen’s width to its height. For example, a standard TV size of 4:3 means 4 inches of width for every 3 inches of height.
- HDTV: High-Definition television is the newest standard when it comes to television viewing. HD TV showcases programming and content filmed in High Definition; almost every program in prime-time on ABC, CBS, and NBC is in HD. HD TV offers spectacularly beautiful picture quality and sound, creating a theater-like experience in your home.
- Pixel: Commonly referred to as picture element, pixels are tiny dots that convey light and combine to form a video picture on your TV.
- Resolution: The number of vertical pixels viewable onscreen. The higher the better for picture definition. (HDTV can contain 720 or 1080 vertical pixels; standard is 480.)
- TV programs: AT&T U-verse TV programming is delivered to your home as streams of data that allow viewing or recording of up to four programs simultaneously.
- TV signal: A standard TV signal is comprised of 486 visible lines, while a High-Definition signal is comprised of up to 1080 visible lines. While simple math would indicate that an HD signal is slightly more than twice as sharp, due to the way the eye perceives the amount of lines, an HD signal actually results in a picture up to 6 times sharper than the same image sent with a standard definition signal.
How do I pay my U-verse bill?
U-verse bills can be paid:
Online payments allow the Primary Account holder to securely pay AT&T U-verse bills online using a credit/debit card (American Express, Discover, MasterCard, Visa) or a checking or savings account. You can still receive a paper bill or choose paperless billing. This service is free to use through AT&T web site. However, you are responsible for any fees that may be charged by your bank. You may also pay at your bank, credit union, or another web site such as CheckFree; however, they may charge a fee. To pay at AT&T web site, log in to AT&T U-verse Central, select Account, then select Payments.
AT&T offers two free services that allow you to pay U-verse bill automatically each month:
- The AT&T Direct Payment service allows you to authorize your bank, credit union or financial institution to automatically debit your savings or checking account to pay your monthly AT&T U-verse charges - if your credit status allows.
- The AT&T EasyCharge service allows you to authorize your credit/debit card (American Express, Discover, MasterCard or Visa) to pay your monthly AT&T U-verse charges.
To set up automatic payments at AT&T web site, log in to AT&T U-verse Central, select Account, then select Payments.
- Over the phone
(Note: Not currently available to former BellSouth customers)
Paying your bill over the phone is easy. For fastest service, use AT&T's automated system. Call 1-800-288-2020, provide your nine-digit Billing Account Number, say "Pay Bill" then follow the prompts. Be sure to have a copy of your bill, along with your credit card or checking account information handy. You will be provided with a confirmation number for your records. You may also contact a customer service representative at the phone number displayed on your bill.
- By Credit/Debit Card
The AT&T EasyCharge service allows you to set up regular, monthly, automatic payments using an American Express, Discover, MasterCard or Visa credit/debit card. Online payments allow you to securely pay your bill online each month using your credit/debit card (American Express, Discover, MasterCard, Visa). You can still receive a paper bill or use paperless billing. To pay at AT&T's web site, log in to AT&T U-verse Central, select Account, then select Payments.
- By Mail
Mail your payment to:
Attn: AT&T U-verse
P.O. Box 5014
Carol Stream, IL 60197-5014
Remember to return the first page of the bill with your payment and write your account number on the check. Do NOT send cash.
- In Person
You may pay your bill in person at one of AT&T's authorized payment locations. To find an authorized payment location near you, log in to AT&T U-verse Central, select Account, select Payments, then select Ways to Pay. The payment service will provide you with the following information about each authorized payment location near you:
- Hours of operation
- Transaction charges and fees assessed
Credit card payments are not accepted at payment locations. If paying by check, bring a photo ID as proof of identity. Bring a page from your current bill to ensure your account is credited properly. Participating businesses cannot guarantee that they will be able to accept payments at the time of your visit. Payment locations are only available in AT&T service areas. Customers outside of AT&T service area should make their payments according to the instructions included in their bills.
How do I redeem for a reward online?
First, visit the AT&T's Redemption Center. Then, to review and redeem your rewards, you must enter either your redemption ID or Account number, depending on the service you use:
- For AT&T U-verse Rewards – Enter your Account Number
- For AT&T High Speed Internet - Enter your Account Number (Exclude your customer code)
- For AT&T High Speed Internet Direct Rewards – Enter your AT&T High Speed Internet Direct account number
- For DIRECTV Rewards – Enter the AT&T Account Number that is associated to your DIRECTV
- For AT&T Wireless Rewards – Enter your AT&T Wireless telephone number
- For all other Rewards – Enter your AT&T home billing telephone number
NOTE: If you have rewards for AT&T U-verse, AT&T High Speed Internet Direct, and other products, you must log in to each account separately to view and redeem your rewards associated with each.
I’ll be away for some time. Nobody will be using my AT&T U-verse service, and I wonder if there are any options to put it on hold?
AT&T provides so called “Vacation Hold” to people that want to temporarily suspend their
U-verse service for the time they’re away. Vacation hold can be activated for a minimum
period of 2 months. The longest time it can be activated for is 9 months within the 12 month
period. Each U-verse account can only be placed on hold twice within the 12 month
During the Vacation Hold service, U-verse service functionality is limited (no access to programming will be available). The recurring monthly fee is $5 for each U-verse service. More at #
My Screen Message reads "SIGNAL TEMPORARILY NOT AVAILABLE"
If your screen is displaying the message: "SIGNAL TEMPORARILY NOT AVAILABLE":
- Try changing the channel to see if the problem is only with that one channel.
- If the message appears on more than one channel, there is a problem with the signal.
- Call AT&T for technical assistance.
How can I switch from Standard to Widescreen TV Settings?
Follow these three easy steps to change your U-verse TV settings from Standard to Widescreen:
- Press Menu, select Options, and then System Settings, and then aspect ratio.
- Use the arrows to select 4:3 standard definition, widescreen standard definition, 720p High Definition, or 1080i High Definition and press OK.
- Use the arrows to select continue and press OK.
Can I use High Definition (HD) TV with AT&T U-verse TV?
Yes, you can use High Definition (HD) TV with AT&T U-verse TV! To view AT&T U-verse
TV in HD, you must subscribe to AT&T U-verse TV High Definition service (additional fees
apply), and you must have a 720p, 1080i, or 1080p capable HD TV.
Please note that Extended Definition TVs (EDTV) will not deliver an HDTV viewing experience.
How do I access recorded shows from other TVs using Total Home DVR?
Just press the Recorded TV button on your remote control. Every connected TV has access to the same master menu of recordings. You can stop, rewind, fast forward, replay or skip recorded programs on any TV in the house.
Can I copy recorded shows from my DVR onto my computer?
Regularly, the possibility of copying from DVR to another device has been disabled because of copyright laws. This includes the encryption, depending on the DVR device.
What is the fastest AT&T Internet plan?
The fastest AT&T Internet plan is brought over the AT&T Fiber℠ platform (formerly GigaPower). U-verse with AT&T Fiber is a 100% fiber-optic network providing download and upload speeds of up to 1 Gbps. Internet speed claims represent maximum network service capability speeds which means they're not guaranteed.
How copper wire connection stands vs. fiber optic connection?
Copper wire connection uses traditional electric signal transmission through the same wires that are used either by landline phone (DSL Internet) or cable TV (coaxial wire). On the other side, fiber connection goes through a fiber optic cable which uses light signals to transfer the data. Because the signals travel at the speed of light, ultra-high speeds can be achieved with fiber optic connections.
AT&T Phone (formerly U-verse Voice) is a next generation voice communication service
delivered over AT&T's world class IP network. AT&T Phone provides all of the
traditional features you have come to expect, as well as crystal-clear quality. Features
include dynamic voicemail as well as powerful advanced features that put you in control,
such as Locate Me, U-verse Messaging, Call History, Click to Call, U-verse Caller ID, and Do
It's easy to switch your current phone service to AT&T Phone. In most cases, you are able to keep your current telephone number(s) and telephones. In addition, you may order up to two AT&T Phone lines in your home. When you order AT&T Voice, a professional AT&T installer will come to your home to install AT&T U-verse phone service. Check U-verse availability in your area at our U-verse Availability page.
* Please note: Rotary and pulse phones are not supported on AT&T Phone.
Can I use a regular fax machine with the AT&T Phone service?
Yes. This service works with most fax machines when connected to the AT&T gateway In order to use a fax machine with your U-verse phone service, you need to ensure that the fax LINE connector is connected to the gateway, rather than the PHONE connector. These connectors are usually marked Line and Phone or "L" and "P", or are designated by use of small icons.
How do I fix a problem with AT&T POP3 email and port 25?
There are different comments and experiences among AT&T Internet users about POP3 email not working because of blocked port 25. I some cases AT&T support was not able to fix it, and therefore recommended their paid support service which made many people unsatisfied. In some other cases people got a hold of the support phone number which (when called) resolved the problem of port 25 in a minute. As of May 10, 2011, that phone number is 1-877-722-3755. We have no knowledge if anything will change in the future.
Find out if U-verse is available in your area with this U-verse Availability tool.