My wife and I decided to switch out TV service from direct TV to AT&T Uverse. We already had AT&T fiber for internet so the switch over wasn't complicated. Well the "standard" remote will not work if your box is inside a cabinet or obstructed as you have to point the thing directly at it. Funny how that wasn't problem with direct TV or Time Warner cable before hand! The indifferent installed told me they make a RF remote that doesn't have to be pointed at the box but he didn't have one on the truck, advising all I had to do was call the 800 customer care number and one would be joyfully sent to me next day delivery at no charge.
WRONG! Customer couldn't care less girl wanted to charge me a one time 59.00 charge for a remote that works! She wouldn't waive the charge and when I asked for a supervisor told me one wasn't available. For two weeks I attempted to get resolution with the technician and also his supervisor to no avail. The tech refused to give me the bosses phone number stating "he never answers his phone or returns messages but he's real good at responding to emails!" Yea right! BS! He never responded to several emails I sent to him. Finally after 2 weeks I tried customer care again and after being bounced around for 45 minutes to no less than 5 different people and threatening to take all my business elsewhere I got a remote ordered and the fee waived!
It may be time cut the cord, get an antenna for local stations and use a jailbroke Amazon Fire stick! AT&T your customer service stinks!