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

Thank you @texasguy37!

 

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Prune23 wrote:

I have had the loss of signal problem for 3 years now.  Phone, internet and cable service goes down several times a day. Probably well over 20 techs to my house. Replacing RG, DVR's, wiring, connections, Several line techs out doing work outside.  Nothing seems to work.  No consistent person working the issue. Some appear knowledgable and others, I am more tech savvy than.  I am close to the VRAD - 800 ft. Lines look good when techs come out.  I had a previous tech come out and tell me other neighbors have issues and lines should be replaced.  The last tech out when I mentioned this to him, he checked his screen for the people in my area and out of 21 people in my area only 7 had good service.  That is only 1/3 of the people.  This is unacceptable.  The service keeps going down while the prices keep going up.  This causes my alarm company to keep calling me reporting trouble on the line.  Not to mention if someone were to break in.  If I needed to call 911 the phone doesn't work then.  I also work from home a few days a week and can't have my service be intermittent.  I've noticed some different threads where people have mentioned firmware issues.  I am looking for some kind of help on this from someone who knows what they are doing.  I can't take calling into the offshore people who aren't able to do anything except waste my time and disconnect my calls.  Please HELP!!!  This is my last effort before I leave AT&T for good!!

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Welcome and thank you for sharing your experience. I'm sorry to hear about the ongoing trouble. I received your Private Message and replied. Since this is account specific, please check your Private Message inbox (blue envelope, top-right) for an update.  We'll get you in touch with the appropriate group.

Regards,
Alex

I beg to differ, this problem is NOT ACCOUNT SPECIFIC.  I've had this ongoing, chronic problem for over 5 yrs.  Numerous techs sent out, waste my time on no call no show techs, all equipment replaced several times.  The last time was Fri the 17th.  I was without service for several hours again this morning and am trying to type fast before it goes out AGAIN.  What the heck is wrong with ATT?  A premise tech is sent out every time when we all know that the problem is NOT in the house or equipment inside.  How many times does that have to be verified?  They refuse to communicate with the last tech that was out here on Friday, saying that everything was ok when he left.  It's an INTERMITTANT problem so sometimes it is ok.  If they would just verify that everything in the home is ok and get on with FIXING  the OUTSIDE PROBLEM I would be happier and ATT could save a bundle by not sending out the useless techs.

 

After more than 5 years, I have reached my limit.  Another tech sceduled to come out and check my frigging inside equipment AGAIN today.  There are a few days left in this month and they have those days to FIX the problem that is OUTSIDE or a 5 yr customer of uverse and internet is GONE.  My neighbor switched to Direct TV last week and is now laughing at me.

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gottago wrote:

 

I beg to differ, this problem is NOT ACCOUNT SPECIFIC.  I've had this ongoing, chronic problem for over 5 yrs.  Numerous techs sent out, waste my time on no call no show techs, all equipment replaced several times.  The last time was Fri the 17th.  I was without service for several hours again this morning and am trying to type fast before it goes out AGAIN.  What the heck is wrong with ATT?  A premise tech is sent out every time when we all know that the problem is NOT in the house or equipment inside.  How many times does that have to be verified?  They refuse to communicate with the last tech that was out here on Friday, saying that everything was ok when he left.  It's an INTERMITTANT problem so sometimes it is ok.  If they would just verify that everything in the home is ok and get on with FIXING  the OUTSIDE PROBLEM I would be happier and ATT could save a bundle by not sending out the useless techs.

 

After more than 5 years, I have reached my limit.  Another tech sceduled to come out and check my frigging inside equipment AGAIN today.  There are a few days left in this month and they have those days to FIX the problem that is OUTSIDE or a 5 yr customer of uverse and internet is GONE.  My neighbor switched to Direct TV last week and is now laughing at me.

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You have had ongoing, chronic problems for over 5 years, and you still have the service?  Why?  I would have changed service years ago.

 

By the way, you have an account number that is specific to your. Thus, Alex is correct in stating that the problem is account specific, and he needs that OP's account information to get his issue resolved.

I can handle an occasion blip, which is how it all started. Stuff happens, and it was a new service. I can be understanding. Every few months we would go thru a major crisis that was worse than the previous. The problem went away on it's own, at least a tech never found a problem and ATT never admitted to one. It had been over a year problem free when Thanksgiving came and the problem escalated big time. So, I have been patient, but have now crossed over to stupid for staying. Compensation for a 'valued' customer? Yeah, how about a rate increase to go along with that undependable, sometimes nonexistent service. Account specific? They can go look up the accounts in my neighborhood that have left ATT. When there are so many accounts with the same problem, at the same time, using the same box and the same line...give me a break, it's in the network.

There is a big difference between "an occasional blip" or a problem that occurs "every few months" and over 5 years of "ongoing, chronic problems."

Yes, there is a big difference, that was my point...what was yours?

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gottago wrote:

Yes, there is a big difference, that was my point...what was yours?

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Have a good day.  Good luck with your new provider.

I guess I don't understand why you have to be snotty. I don't see my problem as any different as the OP who has had the problem for 3 yrs, but you were very nice and helpful there. I guess your limit is on people who try to work with the system for 5 years.

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gottago wrote:
I guess I don't understand why you have to be snotty. I don't see my problem as any different as the OP who has had the problem for 3 yrs, but you were very nice and helpful there. I guess your limit is on people who try to work with the system for 5 years.

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I wonder if the fact that the original poster contacted Alex as instructed, whereas you proceeded to argue with the people trying to help you had anything to do with that?

 

 

I guess I don't see mimicing me as being helpful.  As I said, I had another tech appointment scheduled for today; now that just got cancelled by a robo call because their remote tests said everything was fine.  It's not fine and you guys think it's ok to mimic me and make fun of me because I am frustrated and apparently haven't followed some rule that I don't know about. So fine, now I'm in tears and I'll go away.

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gottago wrote:

I guess I don't see mimicing me as being helpful.  As I said, I had another tech appointment scheduled for today; now that just got cancelled by a robo call because their remote tests said everything was fine.  It's not fine and you guys think it's ok to mimic me and make fun of me because I am frustrated and apparently haven't followed some rule that I don't know about. So fine, now I'm in tears and I'll go away.

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I do not think that anyone is trying to mimic you, berate you nor being condescending to you.  However, as Somejoe pointed out, you have been argiung after each response and even your inital post was decidely pointed.  We are here to help but like anyone, pushbacks and argiung aren't going to get the response that you are hoping for but rather an equal pushback.  I also was wary right off of the bat, when I saw the "5 years" reference.  You have had U-Verse since late December 2007, 4 years and 1 month. http://forums.att.com/t5/The-U-verse-Lounge/ATT-Visa-Gift-Card/m-p/2411913#M24320 

 

At any rate.....

 

1. Have you sent Alex a PM?

 

2. Although not suggested, have you downloaded SomeJoe7777's U-Verse Realtime software?  It is not officially supported but there are many on here that can look at it and suggest areas to concentrate on.  Since U-Verse uses IPTV and a Gateway type of setup, there can be interference from within your own home that can lead to issues (bad power supplies, certain lighting, treadmills and so on

 

Good luck and take care.

I can understand the frustration by "gottago".  I did as you said and sent Alex a message and all I received was a generic response stating some manager would get back to me in 48 hours.  That was 4 days ago and no response as usual.  All we do is get the run around by AT&T.  You tell customers you will get back with them just to get them to shut up.  As "gottago" stated this is NOT account specific.  This is AT&T SPECIFIC!!! This is ridiculous!!! How can you only have 1/3 of your customers service working correctly and be ok with that.  All you will do is send more and more techs out and not fix the problem like you have done for the last 3 years.  Do you think people do not work or want to spend their whole weekend waiting for techs to come out and have them roaming around their house constantly just to have the same problem or worse than before?  I have yet to have someone come up with something new to check or propose any type of new solution.  It is the same old waste of my time.  I was hoping this site might provide some help but seems just a waste of my time also.  If any other company ran their company like yours they would already be out of business.   Your tag line is Rethink Possible... fitting because it is NOT POSSIBLE to get consistent service with AT&T. It should be changed to...THINK IMPOSSIBLE!!!

 

[Per Guidelines: Keep it Relevant and Appropriate]

  

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Prune23 wrote:

I can understand the frustration by "gottago".  I did as you said and sent Alex a message and all I received was a generic response stating some manager would get back to me in 48 hours.  That was 4 days ago and no response as usual.  All we do is get the run around by AT&T.  You tell customers you will get back with them just to get them to shut up.  As "gottago" stated this is NOT account specific.  This is AT&T SPECIFIC!!! This is ridiculous!!! How can you only have 1/3 of your customers service working correctly and be ok with that.  All you will do is send more and more techs out and not fix the problem like you have done for the last 3 years.  Do you think people do not work or want to spend their whole weekend waiting for techs to come out and have them roaming around their house constantly just to have the same problem or worse than before?  I have yet to have someone come up with something new to check or propose any type of new solution.  It is the same old waste of my time.  I was hoping this site might provide some help but seems just a waste of my time also.  If any other company ran their company like yours they would already be out of business.   Your tag line is Rethink Possible... fitting because it is NOT POSSIBLE to get consistent service with AT&T. It should be changed to...THINK IMPOSSIBLE!!!

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Do you and other people on the forum not understand what the phrase "account specific" means?  If you are having a problem with the service, then AT&T has to come and fix your installation at your house.  The very first thing Alex needs to know to make this happen is your account number, name, address, and phone number.  Do you want to post those things in the public forum for the entire world to see?  If you have any sense, then the answer is no.  Therefore, to protect your information, you have to send Alex a private message with the account specific information.  How hard is this to understand?

 

 

Second, you are not talking to anyone who works for AT&T by posting here.  None of us work for or otherwise have anything to do with AT&T.  AT&T does not read your message here in the public forum.  To contact AT&T, you have to follow Alex's instructions.  If he said a manager would get back with you, then they will.  Today is Sunday.  Many managers and techs do not work on Sunday.  Expecting that they will call you today is probably not realistic.  If they do not call you on Monday, send Alex (or Julie) another private message so that they will re-prompt the manager to give you a call.

 

I guess I really don't understand the point of this forum then or more importantly what value you're providing. I thought I would get a response from informative, knowledgeable people.  I certainly didn't expect condescending, argumentative, and rude responses that provided no help at all.  Loyal customers who have gone through this for years are so frustrated and don't need further frustration from a forum they are expecting help from.  If you really don't have any helpful information to provide, then why are you getting involved?  I did all that was asked of me in the private message from Alex but like I said its been several days now without a response.  This is a very well known issue for AT&T and BOTTOM LINE it should not take years for an issue, that is this widespread, to be resolved!

Finally got a lineman out.  Whatever they did helped a lot, but obviously, there is still a problem.  When they do a remote reading, everything is fine and there's nothing more they can do.  I know they can see even more than I can see here, so I don't understand why they tell me "everything is normal".

 

Reset 24-hr int. 15-min int. Last Event

	Since	Current	Current	Time Since
DSL
Link Retrains	15	2	1	0:00:38
DSL Training Errors	1	0	0	1Day10:27:17
Training Timeouts	7	0	0	3Days13:19:49
Loss of Framing Failures	0	0	0	0:00:00
Loss of Signal Failures	8	4	0	0:24:33
Loss of Power Failures	0	0	0	0:00:00
Loss of Margin Failures	2	0	0	1Day10:28:12
Seconds w/Errors	56	8	4	0:00:38
Sec. w/Severe Errors	49	8	4	0:00:38
Corrected Blocks	1172353	168566	75198	0:00:38
Uncorrectable Blocks	16898	2260	1190	0:00:38
DSL Unavailable Seconds	723	56	28	0:00:10

Oh for crying out loud, I did a quick calculation and figured that from 2007 to 2012 was 5 years....MY mistake. Why would that make anyone wary or suspect that I'm not having a real problem?

That error table doesn't look too good.  For deep technical issues such as this which regular support has not been able to solve, please contact David with the U-Verse Care team.  Follow the instructions here to contact him, he can get to the bottom of the problem and get it solved.

 

You will probably need your original case number from this attempt so that he can do the follow up.