U-verse TV – Universal Remote Control

1. U-verse TV – Universal Remote Control WINGER

2. The AT&T U-Verse Remote Control KEYS to REMEMBER

3. The AT&T U-Verse Remote ControlKEYS to REMEMBER • MODE Keys determines the device that the Remote Control will access • Arrow Keys gives mobility in accessing menu • Input Keys used for programming device codes and search • OK Button selects highlighted item • MENU Key access LIVE TV, Recordings, VoD and other functions • Channel Guide shows channel line-up shows and can be used for future recordings

4. Restoring Remote Control to Factory Settings • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 900 as the code. AT&T Key should flash three times. The RC is now in default factory settings. * * This will erase any codes that were saved before, together with Channel, Power and Volume Programming.

5. How To: Program the Remote to Control Other Devices Two Ways of Programming the Remote: 1. Manual Programming -using the specific code from the Manufacture Code List 2. Automatic Search -when device is NOT in Manufacture Code List OR -when all codes have been used and RC still not configured properly

6. Using the Automatic Search ***This process should be used if the code for the device is not listed in the Manufacturer Code List. • Turn on device and point RC at it. • Press and hold MODE key, then press and hold OK key. • Release both buttons. All the Mode keys should flash twice. • Enter Code 922 for Automatic Search. The selected Mode key will flash twice indicating correct entry. • Press and hold PLAY key until device turns off. Release PLAY immediately after device turns off. • Press ENTER to save code. • If no valid code is found, the red backlight will flash two times and the remote control will return to normal operation. Inform the Member we currently do not have a code for that specific device and suggest using the original remote control. • Repeat 1-7 for other devices that may need to be configured.

7. Manual Programming Use the following steps to program the TV, DVD or AUX Mode keys: • Turn on the device the Member wants to program. • Use Manufacture Code List to check the device code. • Press and hold the appropriate (TV, DVD, AUX) MODE key, then press and hold OK key at the SAME TIME. • Release both buttons at the same time. All the Mode keys should flash twice. • Enter 4-digit Program Code. -Code entered Correctly: the MODE key that was used will flash thrice. -Invalid Code: Selected MODE key will give a long flash and you will need to start over. -Should the remote control time out before the Member completes the code setup, they will need to start over. • Point the remote control at the programmed device and press the Power key once • ** If it does not turn off, repeat steps 2 through 6 trying each code for the brand until the correct code is found. • Repeat steps 1-6 for all other devices that need to be configured. Once everything has been programmed properly, remind Member that they have to press the correct MODE for a device to function properly.

8. Volume Control Setup Options ***The defaults for power, volume and channel control are that when pressed, they always send the codes to the U-Verse TV Receiver no matter what mode the remote control is in. Thus in DVD mode, the volume still controls the U-verse TV Receiver, etc.: Volume Always Controls Same Device • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 955 as the code. AT&T Key should flash twice. • Press the MODE key that they want to always receive volume commands. The volume commands will now go to the selected device no matter what mode the remote control is in. Note: MODE has to be configured for the device first. Volume Control Depends on Device Selected • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 955 as the code. AT&T Key should flash twice. • Press the ENTER key. Volume Commands now go to current mode.

9. Channel Control Setup ***By default, channel commands are always sent to the AT&T receiver no matter what mode the RC is in. To reconfigure the remote control to independently send channel commands to different devices, follow these instructions: • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 966 the code. AT&T Key should flash twice. • Press the MODE key of device they wish to provide channel control. • Press ENTER. AT&T key will flash three times.

10. Power Control Setup *** By default, POWER key should only turn on the Receiver. You can program to turn on/off multiple devices at the same time by following the instructions: • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 977 the code. AT&T Key should flash twice. • Press the AT&T key. It should flash twice. • Press the TV key. It should flash twice. • Press the MODE key of any other device they want to add. The MODE flash twice. Repeat step 6 for additional devices. • Press ENTER to complete. The last MODE key selected should flash three times. • Press AT&T key to power off all devices. Now the POWER button should be able to turn on/off the devices simultaneously.

11. Mode Deactivation *** To deactivate any MODE key, follow these instructions: • Press and hold MODE key that needs to be deactivated, then press and hold OK key. • Release both keys. All modes should flash twice. Choose which code to use. • TV - 1254 • DVD - 2254 • AUX - 3254 3. The MODE key should flash three times to indicate successful deactivation.

12. Resetting Volumes, Channel and Power Programming • Press and hold AT&T key, then press and hold OK key. • Release both keys. All modes should flash twice. • Key in 902 as the code. AT&T Key should flash three times.

13. Simplify! It’s done the same way for all the different programming modes. But the codes are different… 900 966 922 977 955 902

14. Commonly Overlooked Remote Control Issues • Old batteries in use. • Customer not pressing the correct mode key for device he is trying to control. • Obstructions. • Not pointing the remote directly at the device. • Wrong input on TV. • Forgetting to press AT&T key before changing channels.

15. Quick Tip • The TV, DVD and AUX keys are already set up to control specific devices: • TV key: TV & HDTV • DVD key: DVD • AUX key: VCR, Home Theater In The Box (HTIB), Receivers and Amplifiers • So test the remote once before you make any changes by pressing the AT&T key and checking if the other buttons respond.

16. Remote Control Replacement *** Note to Agent: Never dispatch a truck roll for a remote control replacement. For Defective Remote: • Confirm the Member has replaced the batteries in the remote control and the issue is not resolved. • Gather required information: • Customer Name • Ship To Address • Quantity Requested • Inform Member that Order is being placed and they should receive remote in 3-5 business days. Note: The Member may dispose of the defective Remote Control. • End call and Save case in Clarify. Assign the case to your Team Lead and leave it in Open Status • Notify Team Lead about RC replacement and provide info.

17. Remote Control Replacement For Additional,Lost, Stolen, or Damaged Remote Request • Damage sustained at the premise • Lost • Stolen • Additional • Provide the Member with the URL http://store.att.com or 1-800-861-2974 • Advise the Member of the following steps to take on the AT&T eStore: • > Click on U-verse Equipment (left-hand navigation panel) • > TV Remotes • > Select AT&T U-verse Standard Remote Control

18. USE: • Six to Fix Decision Flow • AFSS #10072 , # 7483 • IRT Guide http://www.attirt.com/IRT%20Sims/10/remote.php

19. QUESTIONS???