On-screen Television Messages

The purpose of this article is to help understand the on-screen messages the customer may see on their television. 

If the customer calls to report an on-screen message that is not on the chart, follow the steps below:

U-verse Care: Research and confirm there is not an outage posted in SCANR and then escalate to the U-verse NOC.

Area	Scenario	On-Screen Message
On Demand	Customer tries to purchase, but we are unable to complete the purchase (i.e., we cannot talk to the SMS Web service). Customer may also see this if they try to rent, but there is no session available.	Temporarily unable to complete your rental. Please try again later.
On Demand	Exceeded credit limit.	There is an error ordering this service. Please call 800-975-2621. Note: The Accounts Receivable team handles requests for increasing or decreasing spending limits only. Do not use the TN above for issues outside of this.
On Demand	Customer tries to play a rented On Demand, but there is no available session.	Temporarily unable to play this program. Please try again later.
On Demand	Customer tries to enter video store, but we cannot talk to the On Demand Web service.	On Demand is temporarily unavailable. Please try again later.
On Demand	On Demand expired and no secondary stream available.	Unable to play video.
On Demand	Try to record an On Demand. Notification appears in three parts.	On Demand programs cannot be recorded. Program is available in On Demand. Rental ends on (date).
Parental Controls	Tune to a channel that is blocked.	Channel locked by parental controls. Press OK to unlock.
Parental Controls	Incorrect PIN on unlock panel.	Incorrect PIN. Enter your four-digit PIN.
Parental Controls	Incorrect PIN on settings page.	The PIN you entered is not correct. Enter your four digit PIN again. If you have forgotten your PIN, authorized customers can call 800-ATT-2020 (800-288-2020) to have it reset.
Parental Controls	PINs do not match when choosing PIN.	The two PINs do not match. Please re-enter both PINs.
Parental Controls	Customer tries to change PIN, but we are unable to talk to the SMS Web service to change your PIN.	Temporarily unable to save your setting changes. Please try again later.
Recorded TV	Customer tries to schedule a recording, but we cannot talk to the service.	Temporarily unable to schedule recording. Please try again later.
Recorded TV	Customer tries to cancel an upcoming recording, but we cannot talk to the service.	Temporarily unable to cancel the scheduled recording. Please try again later.
Recorded TV	Customer tries to erase a recording, but we cannot talk to the service.	Temporarily unable to erase the recording. Please try again later.
Recorded TV	Customer tries to resolve a conflict, but we cannot talk to the service.	Temporarily unable to resolve this conflict. Please try again later.
Recorded TV	Customer tries to record a conflicting program.	Multiple programs cannot be scheduled to record at the same time. Choose which option to record. Record Program Title and description or Record Program Title2 and description.
Recorded TV	Customer is watching a currently recording program and presses the Record button on the remote.	This channel is already being recorded.
Recorded TV	Customer tries to make changes to an upcoming recording, but we cannot talk to the service.	Temporarily unable to update the schedule recording. Please try again later.
Recorded TV	Customer tries to make changes to a current recording, but we cannot talk to the service.	Temporarily unable to update the recording. Please try again later.
Search	Customer tries to search, but we are unable to talk to the search Web service.	Search is temporarily unavailable. Please try again later.
Search	Customer searches for a string that has no matches. Example, QG is a string that the customer input.	No matches starting with QG. Press Delete to erase a letter.
Settings	We are unable to talk to the user store to change a setting.	Temporarily unable to save your setting changes. Please try again later.
Watching TV	Television service is unavailable. Error codes correspond to various causes.	Television service is temporarily unavailable. Choose Restart to try again. If this problem continues, contact customer service (Error #123).
Watching TV	Customer does not have rights to a program (DRM blocked).	Unable to view content.
Watching TV	No service available. For example, customer tunes to a trailer, but it has not been configured.	Content unavailable.
Watching TV	Channel is not in customer's lineup.	No message. You cannot tune to channels that are not in your channel map.
Watching TV	Customer tries to tune to an unsubscribed channel.	No message. You are able to tune to an unsubscribed channel and you should see the secondary stream.
Watching TV	Try to change channel, but the program is being recorded.	Stop recording (title of program)? Keep recording and do not change channel Stop recording and change channel
Watching TV	U-verse Receiver must change channel to start recording another program.	The system needs to change to channel (4 NBC) soon to record (Program Title). OK Cancel recording