04-16-2012 03:20:46 PM
Since becoming a U-verse customer I have had the same problems as many of you have posted on the board. My service freezes or I get messages that there is no video connection. I have to do a lot of re-starts just to enjoy my service. Here's one of my tales of woe:
On Sunday, April 15, 2012, my U-verse service stopped working without notice. At first, it was my Internet, it just went out for some unknown reason. I was getting errors for example stating I need Gate Authentication to contact my service provider or that I need to sign on to the service before it would access the web. So, in an effort to repair the Internet issues, I turned off the modem to reset it. Once I did that, cable and telephone stopped working. This all occurred at around 5 PM or so.
I contacted ATT after going after it for about 30 minutes and was advised the problem was on the outside of my house. The guy stated he would send a tech out on Monday. He also asked if I would be home. I told him for the most part yes, but would be out from 1230 to about 3 or 4 PM. He stated okay just in case the tech wanted to get in touch with you. The tech also stated he would contact me at 805AM for what I'm not sure, but he never called. Due to his accent he was difficult to understand.
On Monday, once I returned home, I contacted ATT again after finding that my service was not working. The rep advised that the tech had been out about 12 noon and had stated on his paperwork that he had repaired the problem. However, I was still having the same problem it was not repaired. The rep checked on his side and stated the problem was still ongoing on the outside of the house. He contaced the tech and found that he had been out and alledgedly repaired the problem, but made no note on his paperwork what was done. So, of course the problem continues.
The rep advised me that their next service date would be Friday, April 20, 2012. Then he stated he would check to see if he could get an earlier appointment. He was able to get an appointment for Wednesday, April 18, 2012, from 8AM - 8PM. I complained because now I will have waited for over 3 days for service. It's just unbelievable.
Not only did my connection go out, but upon turning on my set and the box frequently I get the message there is no video connection, etc or most of the time at night if I leave everything on I will wake up to the AtT logo on the screen saver I presume. It's just that all the bugs have not been worked out of the product. It's get irritating with what you have to put up with to maintain service with ATT. I keep hoping that it will improve because it is really an inconvienence to have to switch back to Time Warner Cable. So, now the waiting begins. . .
One of the U-verse disappointed
04-16-2012 06:36:33 PM
You might want to contact our ATT Community Manager to see if he can find out what's going on:
04-17-2012 11:19:54 AM
I have gotten the no dvr connected message on several occasions. My install it coax, so when I see that message I tighten the coax cables that are connected to the dvr and sometimes do a soft reboot. After that I don't get that message. I agree with Spd, you should also contact Alex.
04-19-2012 02:01:30 PM
Thanks for the replies.
I did contact Alex and my email was apparently forwarded to At&T's customer care department. I was contacted regarding my problem on Monday evening after losing service Sunday evening. I contacted AT&T's service department by phone and then left an email with Alex and my message here.
Marty, contacted me and advised he would be out of town Tues-Wed, but would forward my info to a colleague who would see to everything. He did. The woman I worked with was Tammy and she basically kept in contact with me and the service personnel assigned to my case. She was very thoughtful, patient, professional and conscientious.
I had a really good experience working with Marty, Tammy, Raymond and Ross. I was surprised Marty contacted me since I was waiting for another service tech to come back to the house on Wednesday to see what the problem was with my service.
Since signing up with AT&T they have always been good about following up with their service. For example, they sent a guy out to my residence after I was connected with AT&T to checkout the install and then a few days later there was a woman that came to my residence to inquire about the service and install. So, my contact with At&T has gone well in my opinion.
I am like most people, I don't like to wait for service especially if I'm paying for it. In this situation At&T helped me out on my bill because of the inconvience which was really nice. I think in any organization or job you have those that do not work at a level of excellence. Unfortunately, some of us (the unsuspecting public) may at times get those employees that do enough to get by or enough not to get fired. There are those out there who take pride in their job and work at a level of excellence. They are your conscientious employees.
I say all that to say this, it has been my luck to meet some of AT&T's best employees. As a customer instead of berating them or being insulting, I just had to be patient for them to assist me. I know I am not their only customer and also I am not the only one without service. Ross, the tech that finally got me up and going was very nice, personable, professional and his intent was to ensure I was happy not only with his efforts, but At&T's product. Yes, I had to wait until Wednesday to get everything resolved, but I wasn't bothered because I appreciate the effort AT&T's personnel made to assist me. Plus, I borrowed about 10 DVDs from my local library to keep me busy during those long days.
The first guy that came out on Monday, only looked at the outside of my house or the service area. I'm not sure because I didn't talk to him nor did he come by the house to talk to me. The next guy, Raymond came out and checked the connection athe house and in the neighborhood. He contacted me via phone to let me know that he was enroute. once he finished doing what he needed to do outside, he came inside and checked the router/modem but couldn't help me since the equipment wasn't his expertise. I just appreciated the fact that he made the effort to see if there was something going on with the equipment. It all checked out. He advised Tammy (the customer service rep) that I may need a new router/modem.
They were going to try and have someone swing by Wednesday evening, but it was too late. On Wednesday, Ross contacted me via phone and advised he was enroute to take a look at the modem/router. He was a really nice guy. He advised that I had placed the ethernet cord in the wrong outlet. Plus, the modem/router was not plugged into it's own receptacle, but into a surge protector. Ross checked all my service connections to make sure I was getting a good connection on each one (I have four boxes).
I'm not saying my service being down was all my fault. My Internet service went down without warning and for no apparent reason. No one has been able to explain that to me. When connecting and re-connecting the wires on the back of the modem/router, I made a mistake of connecting the ethernet cord from my PC into the Broadband Slot (has red border around it) instead of placing it back into one of the Local Ethernet slots where it came from. Not doing so, knocked out the TV and VOIP phone which was indicated by the service light going out (located in the front of the modem/router at the very bottom). So, here are some tips for you:
1. The modem/router should be plugged into it's own outlet, not into a surge protector.
2. On the modem, the ethernet cord should never be plugged into the broadband outlet. In fact, it should be left vacant. Ross placed black tape over mine to make sure I didn't make the same mistake again!
3. When contacting Alex, make sure you included your account number and most importantly, a contact number. I can assure you At&T's customer care team want to help, but if you don't leave any contact information they have no way of contacting you or knowing anything about the services you have with At&T.
4. If you can't get Alex, I was told to send an email to ATTcustomersupport@att.com and again make sure you include your account number and a contact phone number for them to followup with you.I believe that's the right email. I've since lost my notes and can't find them right now. So, I'm going from memory.
Happy again in Bedford, Texas
04-19-2012 02:05:49 PM
Ross, the tech making my location explained that the coaxial is the only way to fix the freezing and degradation of the picture. Once he explained that, I was fine. I don't mind having to re-boot on occasion. Thanks for your reply.
" have gotten the no dvr connected message on several occasions. My install it coax, so when I see that message I tighten the coax cables that are connected to the dvr and sometimes do a soft reboot. After that I don't get that message. I agree with Spd, you should also contact Alex."
04-19-2012 03:45:53 PM
Wow.. Glad to hear everything worked out. Thank you for the compliment and the feedback. I will gladly share.
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04-19-2012 05:47:20 PM
04-19-2012 07:44:02 PM
Thanks for posting.