Contributor
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1 Message
Two weeks of no service, techs unable to fix
We're newish to Uverse. Have had an Internet/tv bundle for a couple months with zero issues. Then two weeks ago, the TV picture started freezing and pixelating randomly, and Internet speed started getting slow. Tried all the reboots (manual and using app). No improvement after a couple days. Called for service.
We've had three techs visit. So far, two new gateways. A new service line to the house. Switched ports at the box. Still not working. It got worse after the second gateway switch, as now I cannot connect to many sites, streaming services, etc. So I'm basically paying Uverse for two weeks of nothing, with no solutions in sight.
Second tech gave me the local service manager's number. So I call him twice, most recently on Monday; and he (nicely) tells me there's a national level issue that should be resolved this week and to be patient. And that a bill credit will likely follow. He told me not to bother calling the main support line for service because it would just be flagged as part of the bigger issue, and nothing would get done.
Well, it's been two full weeks. Nothin'. Very frustrated. We can't work from home, my cell data has been completely drained, etc. Anyone have a similar experience and have workarounds or advice on getting this resolved?
(And sorry if this is in the wrong place -- since I'm using cell data to post, I don't want to spend a lot of time browsing. Can totally be moved.)
We've had three techs visit. So far, two new gateways. A new service line to the house. Switched ports at the box. Still not working. It got worse after the second gateway switch, as now I cannot connect to many sites, streaming services, etc. So I'm basically paying Uverse for two weeks of nothing, with no solutions in sight.
Second tech gave me the local service manager's number. So I call him twice, most recently on Monday; and he (nicely) tells me there's a national level issue that should be resolved this week and to be patient. And that a bill credit will likely follow. He told me not to bother calling the main support line for service because it would just be flagged as part of the bigger issue, and nothing would get done.
Well, it's been two full weeks. Nothin'. Very frustrated. We can't work from home, my cell data has been completely drained, etc. Anyone have a similar experience and have workarounds or advice on getting this resolved?
(And sorry if this is in the wrong place -- since I'm using cell data to post, I don't want to spend a lot of time browsing. Can totally be moved.)
goalymom
Tutor
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4 Messages
10 years ago
I started having the same issues over a week ago. Same story as yours only this is the second time I've been through this. Last time was within the past year and it took 2 visits and replacement of all the equipment to resolve it. So far, this time, I've had one technician who replaced everything including something on the outside box, and it still did not work. When I "chatted" that the problem wasn't fixed, the agent told me he had run a test and I needed a new router - then the next message was "I mean you need a new receiver". I argued that I needed a technician (preferrably the same one since he would be familiar with what was done the night before)...that I should not have fix the problem myself by doing the install myself, but the agent told me he would send out the receiver and I didn't need an agent to install it. Totally ignored my strong request that I wanted an agent. Well, 2 days later my package arrived...it was the router /Gateway - not the receiveer. So I installed the new Gateway and then had to return the old one via UPS or I'd be charge $150. As soon as I started watching TV again, the freezing / pixelating started again. So the next day I called / chatted, and told them THIS time I want a technician...don't send me any more equipment. So they scheduled for last night...I left work an hour early to make the appointment only to have the technican be a no-show due to "network issues". The message stated that someone would contact me to reschedule, but it has not yet happened!
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JefferMC
ACE - Expert
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36.9K Messages
10 years ago
I have had horrible experiences with their chat service, and only one good one. I'd suggest that you click this
U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues. You can expect a reply via return PM (the blue envelope 
in the upper right hand corner of this site, next to your name and avatar) in a business day or three.
This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Billing Account Number, and the best time and way to reach you.
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goalymom
Tutor
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4 Messages
10 years ago
Thanks, Ace!
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