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Visitor

Posts: 5

Registered: ‎04-21-2012

Uvserse internet connection drops once in every few hours

‎04-21-2012 03:31:55 PM

I am a loyal AT&T customer. For years I was using AT&T wireless. On 4/5 I subscribed to AT&T Uverse internet (without phone and TV) .It looks like my faith in AT&T was misplaced.

I am experiencing disconnection of internet service once every few hours. The green light of Uverse gateway (2 wire) turns to red and keeps blinking for a while before getting back in sync again. I spoke with AT&T technical support 3 times within a single day. All that the support person did it is to get my gateway reset to factory initialized condition. That didn't fix the problem. I was told that I would have to pay $50+ for a technician coming onsite. The customer representative suggested getting in-home wiring warranty service ($5/mo). Once I did I was told that there would be a waiting period before I could have a technician visit my place at no cost to me. Nobody could tell me definitely how much is the waiting period.

Can I not expect AT&T to ensure that internet connection works without any interruption?

Thanks

Abhijit

ACE - Champion

Posts: 14,804

Topics: 1,751

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Uvserse internet connection drops once in every few hours

[ Edited ]

‎04-21-2012 03:35:26 PM - edited ‎04-21-2012 03:35:40 PM

Send a PM to Alex who is an AT&T Community Manager on this forum.

Award for Community Excellence (A.C.E.) achiever for 2012*

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Visitor

Posts: 5

Registered: ‎04-21-2012

Re: Uvserse internet connection drops once in every few hours

‎04-26-2012 10:28:53 PM

5 days have passed since my personal message was sent to Alex. There is no improvement - not to talk to about any fix??

ACE - Champion

Posts: 14,804

Topics: 1,751

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Uvserse internet connection drops once in every few hours

‎04-26-2012 10:46:34 PM

mitarupa wrote:

5 days have passed since my personal message was sent to Alex. There is no improvement - not to talk to about any fix??

Are you saying that you have not received a response from Alex?

Award for Community Excellence (A.C.E.) achiever for 2012*

Visitor

Posts: 5

Registered: ‎04-21-2012

Re: Uvserse internet connection drops once in every few hours

‎04-26-2012 10:56:04 PM

Nothing

ACE - Champion

Posts: 14,804

Topics: 1,751

Kudos: 783

Solutions: 249

Registered: ‎05-18-2009

Re: Uvserse internet connection drops once in every few hours

‎04-26-2012 11:01:08 PM

Did you check your PM's by clicking on the blue envelope in the upper right hand corner?

Award for Community Excellence (A.C.E.) achiever for 2012*

Visitor

Posts: 5

Registered: ‎04-21-2012

Re: Uvserse internet connection drops once in every few hours

‎04-26-2012 11:16:40 PM

Sorry I didn't notice that. Alex mentioned that one of the managers would contact me. Though I am not contacted so far. I have replied back to Alex just now.

Visitor

Posts: 5

Registered: ‎04-21-2012

Re: Uvserse internet connection drops once in every few hours

‎05-02-2012 09:03:18 AM

I had few PM exchanges with Alex (starting 4/23) and got a phone call from AT&T (Cate) to schedule a technician visit on Saturday (4/28) The techician showed up and told me that there was nothing wrong inside the house. I didn't get any ETA when and how the problem would be fixed.

Between then and now the connection kept dropping innumerable times. I haven't got any status update from anybody. Any suggesyion about how I can get this problem escalated?

Thanks

Abhijit

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