05-31-2011 01:37:54 PM
I have contacted ATT via the chat option 3 times last week
The first time I had no l luck.
The next time the chat person resolved my issues - or so I thought
She applied the bundle discount - which I didn't know expired back to my account AND put in for 1 DVR and one regular receiver to be sent to replace my equipment which was my primary reason for the chat.
The receivers were to arrive within 72 working hours through USPS
This was on Tuesday evening.
I contacted the chat again because I wasn't able to find any order on my account.
This time the gentleman told me that my order was completed. He told me to call ATT but that they were only available Monday - Friday He did give me an updated case number - but I don't find any option to search for that
Now I find that I am able to view "My orders" and it shows the information re the bundled discount but nothing about the replacement receivers
At this point the receivers have not arrived
I tried to call ATT this morning but could not reach a live person - only the word prompts
Anyone have any suggestions - I don't want to wind up paying for receivers that I didn't get
05-31-2011 03:41:45 PM
Call the number in my signature below. When prompted, say "Customer Support". You will eventually speak with a live person.
05-31-2011 03:45:51 PM
Let us know what happens.
06-01-2011 09:03:23 AM - last edited on 06-01-2011 09:26:17 AM by Chris_ForumsMod
OK - called the number as per previous message; finally got to speak with Dominique. He rebooted all the receivers. BUT since none of the TV's were freezing up at that time he cannot send a technician or order replacement of the boxes.
He told me to call back when the TV or TV's are doing the problem and they can troubleshoot from there.
He said it is not their policy to send a receiver as the girl in chat told me she was doing.
This is part of the chat transcript that I copied to my email - so I know I didn't misunderstand what she said
06-02-2011 02:23:32 PM
I hope they get all of the equipment to you. If not let us know.
06-02-2011 02:52:40 PM
They aren't sending the receivers to me, I had pasted the part of the chat transcript where "Rose" told me she was requesting them. BUT Dominique told me that they NEVER send receivers out like that.
He said it is never their policy to just send equipment - so I don't know what is going on, you would think the chat answer people would know what the company policy is.
Anyhow since the TV's were not acting up - Dominique said that he couldn't do anything because he couldn't pinpoint the problem.
I gave him the case number that the 2nd chat person had given me
Anyway no equipment coming - no issue resolved until I can call them while the tv's are freezing up.
06-02-2011 03:06:44 PM
Why were you requesting that your receivers be replaced?
06-02-2011 06:04:38 PM
I didn't "request" new receivers - I requested a solution to having to reboot two receiver boxes multiple times throughout the day.
The technician that I got when I clicked for Chat support said she was sending me new boxes because of freeze ups and issues with rebooting the boxes 6+ times a day.
My initial question was because I had not received the new receivers in the 72 working hours that she stated would be the time frame; I was concerned they had been delivered to the wrong address and I would be charged for them.
I went to the Chat support and the tech person said there was no record but it was probably a postal delay???
As per the reply with the number to call and request Customer Support; I called and got Dominique who tells me they never send boxes out. AND he can't do anything unless the tv is doing the problem when I am talking to them.
So now we wait for the TV to act up when I am able to take the time to spend 10-20 minutes waiting, and another 10-20 minutes going through the steps the tech people want to try.
06-02-2011 07:23:01 PM
Chances are that the freezing and rebooting is not related to bad receiversbut may be due due to other issues. Can you download and install SomeJoe's tool at the link below?
06-03-2011 02:39:53 PM
OK, it looks like you have a coax problem. On your last screenshot, the "96" in the PHY Rate column is not good.
Call tech support, have them send a technician. He should condition the entire coax network, including replacing all end connectors with compression fittings, replace all wallplates, and replace any and all splitters the 1.5 GHz HPNA-compliant splitters. He should also replace the diplexer if used in your installation.
06-03-2011 02:51:22 PM
Once the technician shows up at your house, you can probably point out the coax issue on the software and he will then know what's going on and why you believe that the coax system may be the problem.
06-03-2011 04:45:59 PM
To insert an image click on the little tree just above this text window.
06-03-2011 04:54:07 PM
In the interim you can check all of the coax connections between your tvs and stbs to make sure they are tight. I had that problem with one of my tvs. It was freezing and pixelating and it turned out the the coax cable was loose. That resolved the issue.
06-03-2011 06:33:23 PM
Ok one box is out, so called the ATT # got a tech support person on the line, he isn't sending a technician he is sending me a new box???!!!
The last tech person, Dominique told me that is not how they do it.....they NEVER send the receivers like that
Am on hold now while he is processing the order
Will make sure I get the Order #, and his name for whatever that will be worth...
06-03-2011 08:25:03 PM
I have read that people had stbs shipped to them. Hopefully this tech will follow through with what they have told you.
06-04-2011 04:34:38 AM
Yes you can have boxes shipped to you now. I replaced an STB and it was easy. Since it wasn't a primary box I didn't need to have it right away and didn't need to take any time off from work to wait for a tech to show up.
06-07-2011 12:51:33 PM
Ok further update - called to check status of my order number as I wasn't able to access it online
Got thru and the tech had to transfer me as he was not able to view the details of the order. It was showing complete but no details.
Got a Tier 2 Technician - Tony
He was very helpful - said it appeared that the order got "dropped"
I explained that it has been many calls and chats and still have TV's freezing up
He then asked for the GUI number which I located in a chat transcript
Then he asked if I would mind holding for a few minutes while he checked something else, no problem
He came back and said "we could send you 10 boxes and it would not fix your problems as the box is not the problem. It is caused by a coax problem" (As noted by someone after I had posted my test results)
They are sending a technician this afternoon
I asked him then what he had done, or what made him check further about my issues, that the others that I had talked to did not check. He told me that he had used a tool that indicated to him the coax was not working at the numbers that they like to see.
Posting this so others may pray to get Technician TONY if they have to call for help
Hopefully by late this evening my problems will be resolved
06-07-2011 05:24:20 PM
06-07-2011 05:57:11 PM
Here is a screenshot - at first all of the numbers had been at 96 but now all but 2 have increased
So am wondering - do i still have a coax problem
06-07-2011 06:10:37 PM
I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinion.
06-07-2011 06:22:51 PM
That said if I see something that I think I can speak about I will gladly post
06-09-2011 11:25:21 AM
Your stats are showing issue with two of your coax runs. What you can do immediately is make sure all of your coax connection are tigh on the tvs and stbs. You can also call ts and ask the csr to run a test on your service for errors. They should see them and send a tech to check your install. I get those errors from time to time and I resolve them by tightening my coax connections. They would come loose if I would do more than hand tighten the cables. You can use a small wrench to tighten them and you should be good to go.