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?
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.
04-26-2012 10:46:34 PM
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?
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?
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.
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?