U-Verse issues

[jdeshler]

   Has anyone else been having MAJOR issues with their U-verse? My cable box shuts off for no apparent reason at random times. It will freeze up at other times and I have to spend 30 minutes of my time rebooting the entire system. Anytime I try to contact Tech Support, I get the runaround. The first level tech support is a joke. If the issue is more difficult than the cable box being powered off, they cannot figure it out. And the time spent on phone calls is ridiculous. Two weeks ago I spent over 3 hours on the phone at various times speaking with different “technicians”.

   The most recent issue I’ve had is that all of my DVR recordings have mysteriously been erased from the hard drive. The technician informed me that a power surge could cause this. I have a high end surge protector that is supposed to prevent damage to any equipment. Even if I did not have that, has anyone else heard of a power surge that is strong enough to wipe out a solid state hard drive, but not strong enough to do any other damage?

   As soon as I have more options for service providers at my house, I will be looking into them. For what I am paying a month, this should NOT be happening.

[RCSMG ACE - Master]

Call ts using the number in my sig and ask the csr to run a test on your service for errors.  If they see any request a tech be sent out to check your installation. 

[jdeshler]

I have called TS numerous times. The last test they ran said the box was good, that it must be the power surge and lets wait to see if it happens again. That is ridiculous! The entire reason for me to get a DVR is so I don't have to watch shows immediately.

I understand a lot of people call in with simple fixes, I love reading those emails when they float around, but I was an Electronics Technician in the US Navy for 12 years and know how to troubleshoot. When I have to call the AT&T line, 1-800-CALL-ATT, I end up spending way to much time doing stuff I have already done.

[RCSMG ACE - Master]

Then click on the hyperlink in my sig and you will be taken to David's contac info.  He is a tier 2 prem tech (not typical ts) who has helped a lot of people get issues resolved.  Send him your info and he or a member of his staff will be in touch with you.

[delraydad]

jdeshler ..... 

Please let me know if you resolve this issue with 2nd level support as I am also having issues with my receivers randomly rebooting.

[RCSMG ACE - Master]

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delraydad wrote:

jdeshler ..... 

Please let me know if you resolve this issue with 2nd level support as I am also having issues with my receivers randomly rebooting.

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You should call ts also.  My RG was rebooting every night.  The CSR sent me a replacement.

[delraydad]

Yes...I did...they sent me a replacement for my receiver (ISB7500)....it's been in for two days...so far so good...keeping my fingers crossed.