02-01-2012 05:19:09 PM
I've been experiencing intermittent freezes in the Uverse television service for about a week now. I've also had the HD part of the receiver go out. A service person came today to replace the receiver/DVR but the intermittent freezes remain. And no one in customer service seems to understand what intermittent means. They ask me if I'm currently experiencing a problem with the tv service and I have to say "no"...because it's intermittent. They run tests and they are fine. Because it's intermittent. Of course, this is after 45 minutes on the phone (not including hold time). I've been asked to turn off and unplug everything. Problem is that I can follow directions and when the "television signal has been lost", I get very specific instructions on the screen to turn off and unplug various things. I really just want to speak to someone who understands that there is something more going on here than the receiver/DVR and that it could actually be a connection somewhere that isn't functioning properly. I'd like to be taken seriously when I tell someone there is a problem with the service and not be told that everything is fine according to the tests. I know a friend who got a great response from AT&T when he started posted his issues on facebook and twitter but I don't really think I should have to go those lengths. If there is no clear resolution in the next couple of days, I'll be looking into other options (for both tv and internet).
02-01-2012 05:23:58 PM
Click on the hyper link in my sig and you will be taken to David's contact info. He is a tier 2 prem tech who has helped lots of people. Send him your info and he or a member of his staff will be in touch with you.
02-02-2012 03:22:51 PM
Thank you for your response to my Unacceptable attributes post on another topic. BTW I found it interesting that as soon as I was critical of the DVR, and the discussion got started, the moderator closed the topic. I'm new to this, but is that sort of thing typical?
02-02-2012 03:27:41 PM
Hi jmuoio, the other topic was closed because it had been inactive for over a year before it was bumped with your post. Creating a new topic is always prefered to bumping topics that have been inactive for so long
02-02-2012 03:33:12 PM
Did you send David your info?
02-02-2012 03:34:09 PM
Please see a private message to you. But, I'll respond publicly because if the point to this forum is really for customers to discuss the Uverse, your action is inappropriate. Even if it had been there a long time, so what? We wanted to have the discussion we were having and I thought the customer is the most importan thing to AT&T? Your closing the topic is similar to telling a group of people having a discussion to stop because we are saying things they way you'd like to hear them. What you said to the three of us, but closing the topic is that our discussion is not worth continuing.
02-02-2012 03:42:19 PM
I had this exact same problem for a VERY long time. We had multiple techs out here, line techs, etc. It turned out to be at the CO. They had to switch pairs WAY back upstream. There were no errors on the gateway, and they must have changed everything in the house at least 3 times. It took me almost 12 months to get it resolved. FINALLY, it's over, but it took a lot of escalation. It's not the box, it's not your house, it's not the cable, not the d-marc, not the barrel connectors. It's somewhere in the line. Unfortunately you have to get line techs involved who are union workers and VERY difficult to deal with. It took 4 episodes of them getting working back from the street pedestal to the CO until they finally found it. Then, they had to swap out significant portions of what I believe to be terminal blocks because they were corroded..
This was a freaking nightmare that took a long long time. Nobody believes you, they don't take good notes, and Uverse is loathe to escalate past their own support, yet the issue was physical. Then the line techs are mostly "dial tone" guys who don't appreciate that the hardware has to be of high quality and its not enough to just show continuity.
Just keep escalating. I found that I got good results when I finally stopped allowing techs to come to my house any more and I called to cancel the service. ATT apparently allows the customer service people who field service cancellation calls to escalate more effectively.
I hope this helps.
02-02-2012 03:44:19 PM
I'm sorry you feel that way, but those are the rules of the community. If you would like, I can move your post in that thread to a new topic.
02-02-2012 11:47:05 PM
02-03-2012 02:01:40 PM
I have had the same problem. I have been trying to get AT&T to check the line to the CO for 6 weeks. Still contend it is in my house. I have worked in telecommunications for 20 years so I have a little bit of a understanding of how things work, but no one will listen to me. It has to be in my house. Glad to here someone got them to check something outside the house. I have been promised that an outside line tech will check it out 3 times, but that has not happened.
02-03-2012 04:07:48 PM
If you are so frustrated why don't you take the suggestions that have been offered to you? It almost seems like you either aren't a UV sub, or you would rather post about your bad experience over taking that advice. Again, contact David and send him your info. That is if you are interested in getting those issues resolved.