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
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."
