Neighbor just installed Uverse

BeeBeeSA · ‎06-26-2009

Just arrived back from the neighbor's house. He was most thankful I stopped by. He had a sync rate of 56215 and the installer had him on 25/2 profile. I asked the tech to call and get it changed to 32/5 and he said that that is what was set up for safety reasons. What? Then the neighbors number was not ported over, and no HD. Tech said the customer had to call to get this changed. He installed what his order said.

I told him HE could call and get this fixed since he was the installer. I told him if he can't do it I know someone to call that can (just B S). He wasn't to happy with me but guess what......He had it corrected to the 32/5 profile, HD on, and the number ported in about 15 minutes. I could just see my 65 year old, not so technical neighbor, trying to jump thru hoops trying to get this done.

The end of the day installs are not a good time to schedule.

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hpmsrm · ‎09-14-2009

No wonder the neighbor was glad you stopped by. Sometimes I think AT&T would be ahead of the game if the company would initiate comprehensive psychological testing for all their folks who have contact with the customers and future customers. We've been very fortunate. Virtually all of the techs that have come to the house have been very cooperative and have gone the extra steps to make sure we get the service we're paying for. Some are friendlier and more communicative than others but we have never had a truly "bad egg" come to the house.

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BeeBeeSA · ‎06-26-2009

Agreed...He seemed in a hurry because he was eating his food in the truck at 5:30pm. The neighbor said he arrived at 1:30pm. I'm sure he was getting off soon and just wanted to leave. Goes to show you only take the am appointments.

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mtsindy · ‎03-11-2010

I'm not sure how I could verify it, but I had one of the senior U-verse technicians who visited us on a simple service call tell me that in central Indiana, AT&T was subcontracting some of their installers. At the least, they were bringing guys in from the outlying areas, many of whom had just gone through training and hadn't apprenticed, so to speak, under a more experienced U-verse technician.

I have to agree that AT&T could provide a more consistent customer experience with the U-verse technicians. The several whom I have dealt with have all been competent, but a few really shined in terms of their technical knowledge and their willingness and ability to communicate with the customer. I'm an IT professional and a technophile (but I recognize and stay within my limits), and I can see where someone who is either not tech-saavy or is a technophobe may have a much harder time with U-verse when issues do arise.

BeeBeeSA · ‎06-26-2009

Well it appears that my neighbor is not a happy camper. He just called me and said none of his phone jacks throughout the house work. He said the tech took his cordless phone and plugged it into the RG and that was it. The RG is in his office in the back part of his house. The way he found out was from a family member who finally called his cell phone and asked why he or his wife were not answering the phone.

He went to his office and was able to use the cordless there, but then checked all of his other phones and they were dead of course. So, he called the 2020 number and requested the install be completed correctly. Guess what? Drum roll please...It is going to cost you $145.00 for a tech to come back out and hook up your phone jacks. He told the CS agent to skip that and just send someone out to pick up all if the equipment that was installed and he was finished.

They finally offered him in-line wire protection for $5.00 per month and said they would send a tech at no charge since he signed up for in-line. What a crock. At least he can cancel that once the phones are working.

It just seems odd that all the tech is required to do is plug in a phone to the RG and if it has dial tone....BAM, finished? That is just not right. Does anyone know if this is standard operating procedure? That is what CS said but I have a hard time believing that. No wonder so many folks are upset.

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RCSMG · ‎12-10-2007

Why didn't you have your neighbor call back and speak to another csr until he got a cooperative one? Of put your neighbor in touch with Alex?

BeeBeeSA · ‎06-26-2009

Thanks RC but I already suggested both to him. I believe his frustration level was pegged once he finally called me. He was just satisfied for now to get a tech out for $5.00 versus $145.00. As I said he is going to cancel the in-line once the jacks are connected.

I told him I could get one of my techs over to correct the issue and would not charge him but he said it was AT&T's job and he was going to make them do the job right which makes perfect sense. I think it's just the principal of the matter to him.

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RCSMG · ‎12-10-2007

Hopefully they will get the issues worked out quickly. Let us know how things get worked out.

spd2demun · ‎07-28-2007

Unfortunately, this seems to be ATTs new M.O.

BeeBeeSA wrote:

Thanks RC but I already suggested both to him. I believe his frustration level was pegged once he finally called me. He was just satisfied for now to get a tech out for $5.00 versus $145.00. As I said he is going to cancel the in-line once the jacks are connected.

I told him I could get one of my techs over to correct the issue and would not charge him but he said it was AT&T's job and he was going to make them do the job right which makes perfect sense. I think it's just the principal of the matter to him.

mduha29912 · ‎12-14-2011

When I had unverse installed the tech did the same thing. Just plugged in the portable phone. I tried my hard wire phones and they were not working. I told the tech I wanted these working also. He said he did not know how to do it as everyone just uses the portable phones. He had to call someone to tell him how to fix this. I asked him if the system was grounded and he said he used on old ground from cox cable but I see no ground anywhere but I do see cox cables ground and att is not connected to it.

spd2demun · ‎07-28-2007

You might want to get them back out there to check; if it isn't grounded properly, problems can arise down the road.

mduha29912 wrote:

When I had unverse installed the tech did the same thing. Just plugged in the portable phone. I tried my hard wire phones and they were not working. I told the tech I wanted these working also. He said he did not know how to do it as everyone just uses the portable phones. He had to call someone to tell him how to fix this. I asked him if the system was grounded and he said he used on old ground from cox cable but I see no ground anywhere but I do see cox cables ground and att is not connected to it.

mduha29912 · ‎12-14-2011

Thanks

BeeBeeSA · ‎06-26-2009

I just found out AT&T was out yesterday to connect the phone jacks at the neighbors house. He said everything is working now so he's back on the happy side.

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spd2demun · ‎07-28-2007

Now he should buy you dinner, or a beer.

BeeBeeSA wrote:

I just found out AT&T was out yesterday to connect the phone jacks at the neighbors house. He said everything is working now so he's back on the happy side.

BeeBeeSA · ‎06-26-2009

That is halarious!! He did exactly that....well offered me some beer. I respectfully declined once I saw the old 18 pack it was in. It was Budweiser aka Big Red, the box was falling apart, so I asked him how old it was.....He said it should still be good since it's only been in his garage for a couple of years!! NO THANKS!!

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