Looking to cut down on support calls -- and give customers a new way to help themselves -- AT&T is rolling out an app for U-verse TV customers to troubleshoot and potentially fix problems with the service.
The AT&T Troubleshoot & Resolve app, accessible under "Help" in the main menu, provides status information for the U-verse service and walks through trying to fix issues with picture quality, sound, DVRs, on demand and the remote control. That's assuming, of course, a customer's set-top box is still functioning.
If subscribers ultimately can't resolve the issue using the app, it lets opt to request a call from a customer-support agent within 15 minutes. The telco said the troubleshooting app is rolling out on a market-by-market basis over the next few weeks.
The app will be available to all U-verse customers for no extra charge. A video demo is available here: www.youtube.com/watch?v=lryecH3Z3xY.
"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," Jeff Weber, vice president of video services for AT&T Mobility and Consumer Markets, said in a statement.
A related app, U-verse TV Account Manager application, launched in August 2010. That allows U-verse customers to upgrade their programming package, view channel lineups, view their account summary, view product overviews and ordering information on U-verse High Speed Internet and U-verse Voice.
AT&T had 3.2 million U-verse TV subscribers at the end of March 2011.