Their remotes sometimes have a hard time getting thru glass doors if hitting the glass just right. The other thing you could have considered is buy a Logitech Harmony Remote at Best Buy or elsewhere.
I am lucky as we have a Regional ATT substation in our city and I e-mail the mgr directly. One of his experienced long time techs lives 4 blocks from our house and have his e-mail also.
I don't understand that you were forced to go to ATT U-Verse? Good Luck.