UVerse Internet Installation/Activation Problem!!!

[ShortT]

I have been an AT&T DSL customer for 3 years. Last month, I received a letter from AT&T requiring me to switch to U Verse as DSL is being phased out at my area.

I called and had an appointment for outside installation and activation on Wed, May 16. However, an AT&T technician called on Mon, May 14 (2 days prior to my scheduled appointment) and told me he completed the outside installation and I was all set with U Verse. At that time, I hadn’t received my modem; therefore, I was left for no internet services for 2 days.

On May 16, after 8 pm, I followed the instruction and set up my modem, but both Broadband and Service lights were flashing red for 15 minutes.

I called technical support. The first agent told me I won’t be activated until 10 pm. I asked to speak to a supervisor. After holding for 30 minutes, I was transferred to a tech support agent. He told me I should plug the modem directly to the phone jack instead of using the filters, which did not make sense to me as I didn’t convert my landline to U Verse. Obviously, this didn’t solve the problem. He then told me the wire inside of my house is causing the problem, and he would have to send a repair technician. This does not make sense to me either as I was getting DSL without any issues up until AT&T switched me to U Verse ahead of my scheduled appointment. If the inside wire is broken, I should have had problems getting DSL as well.

My repair appointment isn’t until Sat, May 26. By then, I will be without internet services for almost 2 weeks. I am wondering if there is anything I can do or need to do to make sure I get Internet connection on Sat.  

[rws85147]

Two technicians came to my house. The first technician worked on the phone line outside. The second technician intalled three devices. First was a large unit which ATT calls the Uverse Gateway. That takes the signal from outside and divides it into the internet line, 2 digital phone lines and cable TV. The second box was a large power supply unit for the gateway.

The third unit was the Uverse modem. The tecnicial said the internet signal and voice are no longer on the same line like DSL. Phone lines in the house have 4 wires and only 2 are needed for the phone. I didn't have a 2nd phone line so he used the other pair of wires for the Uverse internet signal.  He installed a new faceplate which has 2 phone jacks. One jack is for the phone line and the other jack is for the Uverse modem.

So if all Uverse connections are alike, plugging your new modem into the old DSL jack didn't work because that's most likely for your phone. The tecnician will need to install another jack for the internet line. This should not be a problem if you only have one phone in the house or, this is just a guess, if you're also switching to digital phones as well.

If you are using all 4 wires for 2 phones I think you or the tech will need to run another phone line from the gateway to where you want your modem located.

In my case the first technician was the outside technician and he only dealt with wires coming to the house. He didn't have any hardware and only spent a few mintues at the house. The 2nd technician did all of the work installing the gateway, power supply, modem and getting the internet connected. He was at my house for about 3  hours or more. You didn't mention anything about the gateway so it seems like there's quite a bit of work to be done on Saturday.

Best of Luck to You!

[RCSMG ACE - Master]

Send Alex a PM he is an ATT Community Manager on the forum.  He will get you to the right person/dept. to get your issues resolved.  If you have any problems

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

[Rebrauzer]

First to distinguish that rws85147's U-verse installation setup is part of a special iNID (Intelligent Network Interface Device) technician installation and uses similar but different equipment for the primary setup vs. ShortT's self installation setup that will be of two variety types, 1) standard U-verse vs. 2) IP-DSL U-verse.

ShortT's setup is a much simpler setup in that he/she is only doing the U-verse Internet service and the U-verse Voice Service is not in the installation order.  Depending on which type of gateway/modem you have normally indicates which of the two variety types you have.  

If you were sent a 2Wire 3600 series gateway, then you have a standard U-verse setup.  Your landline phone does not matter in your installation order and these are a few things to check:

• If your DSL modem was connected with a dual port DSL filter, then you would connect your U-verse modem the same way.  
• If no DSL filter was used with your DSL modem, then typically a DSL filter should not be used with your U-verse modem.
• If your DSL modem was connected to a dedicated data outlet (hence no filter used), then try that outlet with the U-verse gateway.

If none of the checks work above, then it is normally a good idea to try on another working phone outlet in the home that has dial tone from your landline phone service.

If you were sent a Motorola gateway or modem (NVG510, 2210), then you have an IP-DSL U-verse setup.  Your landline phone does matter in your installation order and these are a few things to check:

• Your landline phone number (assuming it's AT&T), must be in the installation order and is known as a Lineshare.  This is likely how your AT&T DSL service was set up.  If your DSL Acct# is your landline phone number, then it's a Lineshare.  The agent you spoke with should have verified this and confirmed your AT&T landline phone number is in your installation order as a Lineshare.
• Same checks apply on connecting the Motorola gateway or modem as with the 2Wire 3600 gateway on whether or not the dual port DSL filter is used or not.

In conclusion, if the none of this works, but everything is verified to be correct in your installation order and the inside wiring setup, then the issue is most likely with the outside line activation or a small possibility of a defective gateway/modem.

Let us know if the repair appointment still had to take place and the resolution of your issue, please.

[bruintennis]

Is it possible to buy a 3800 modem/gateway from ebay and do the self-install?  Or do I have to buy the 3600?  I have my own netgear wireless router, so I would like to keep using that.

[texasguy37 ACE - Champion]

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bruintennis wrote:

Is it possible to buy a 3800 modem/gateway from ebay and do the self-install?  Or do I have to buy the 3600?  I have my own netgear wireless router, so I would like to keep using that.

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See my response to your other message:

http://forums.att.com/t5/Setup-and-Self-Install/AT-amp-T-won-t-allow-self-install/m-p/3264859#M1826

[bruintennis]

Thank you!