Uverse was installed in August. Everything seemed to be fine except that the TVs would sometimes pause. In October all of the TVs paused for about four hours, then the TV in the master bedroom wouldn't get a signal at all. I called for repair and was told a technician would be out the same evening between 4 and 8pm.
The technician called (at 9:30 pm) and asked me to describe the problem. He then said that he'd come out first thing in the morning instead of that night. The next day rolls around and no technician shows up. I called Uverse back that afternoon and another tech was dispatched for the next day. That technician called and asked me to describe the problem again. He says that its an outside line problem and that he'd forward the ticket on to the outside techs.
Two days later, a company contracted by AT&T showed up and said there was a problem with the line--that there was a tap on it (I've since been asked by several AT&T techs what type of tap it is, and unfortunately, I don't know). I was told that the tap would be removed within a few days but the first step was to dig up an area for the technician to work within. The resulting trench is 6 ft long, 4 ft wide and has no barricade around it.
Two weeks passed and no one at AT&T could tell me what was happening despite repeated phone calls. On several occasions, the rep would suggest that we go through the process again of dispatching an inside technician to look at the problem since they are supposedly the only ones who can dispatch an outside technician. In all three additional inside techs came to my home, but only ONE actually forwarded the ticket on for an outside tech to come. The outside tech was supposed to arrive the same day but never did.
Again, I place more calls to AT&T and each rep is very kind but ultimately unknowledgeable and of very little help. I've been transferred to the Line Bury Department, the Installation and Repair Department, Level 2 Tech Support, etc-- each group says that their department doesn't deal with these issues.
Another week passes and more calls are made. At one point I'm transferred to a claims representative who takes my information and gives me a claim number. She insists that someone will call within 24 hours with a resolution and she gives me a claim number. Not only have I never received that call back, whenever I call support, no one has a clue of what a claim number is or what it is for!
This past Saturday, I called and spoke with a supervisor who was kind enough to research my case--he is the only one who has kept his word and called me back the same day. To date, I've been told that I'd receive a call back within 24 hours on TWELVE different occassions and it's only happened once! As a result of that call, an outside tech showed up on Sunday, but he informed me that his crew doesn't do digging on the weekends and that they'd be back on Monday.
Today is Wednesday, that tech and his crew have yet to show up. Today, after placing two calls-- one to support and the second to Dispatch, armed with my case number and a list of dates, names, etc, the dispatch rep tells me that there is no ticket in the system for my account. She then recreates a ticket and a tech from Installation and Repair shows up an hour later. He informs me that his department doesn't handle trenching issues and he's not aware of who does.
I'd cancel the service if I thoght it would help get the problem fixed any sooner! I'm not getting anywhere with calling Support or any of the other departments I've mentioned. Anyone have any ideas on what I can do, or what department actually has responsibility for filling in this trench nor has anything been offered to make amends for the horrible service we've received. Neighborhood children have been playing in it, and it's keeping me from letting my own child outside since there is no barricade around it. My homeowners association is having a fit about it, and its detracting from the curb appeal of my landscape!
